Leveraging Large Language Models (LLMs) to build domain-specific conversational agents, especially for e-commerce customer service chatbots, is a growing focus. While existing methods enhance dialogue performance by extracting core patterns from dialogue data and integrating them into models, two key challenges persist: (1) heavy reliance on human experts for dialogue strategy induction, and (2) LLM-based automatic extraction often focuses on summarizing specific behaviors, neglecting the underlying thought processes behind strategy selection. In this paper, we present ChatMap, which focuses on enhancing customer service chatbots by mining thought processes using a Multi-Agent aPproach. Specifically, the process begins by extracting customer requests and solutions from a raw dialogue dataset, followed by clustering similar requests, analyzing the thought processes behind solutions, and refining service thoughts. Through a quality inspection and reflection mechanism, the final service thought dataset is generated, helping chatbots provide more appropriate responses. Offline experimental results show that ChatMap performs comparably to manually annotated thought processes and significantly outperforms other baselines, demonstrating its ability to automate human annotation and enhance dialogue capabilities through strategic understanding. Online A/B tests on Taobao, a popular e-commerce platform in China reveal that ChatMap can better improve customer satisfaction and address customer requests from a business perspective.

The cross-cultural adaptation of recipes is an important application of identifying and bridging cultural differences in language. The challenge lies in retaining the essence of the original recipe while also aligning with the writing and dietary habits of the target culture. Information Retrieval (IR) offers a way to address the challenge because it retrieves results from the culinary practices of the target culture while maintaining relevance to the original recipe. We introduce a novel task about cross-cultural recipe retrieval and present a unique Chinese-English cross-cultural recipe retrieval benchmark. Our benchmark is manually annotated under limited resource, utilizing various retrieval models to generate a pool of candidate results for manual annotation. The dataset provides retrieval samples that are culturally adapted but textually diverse, presenting greater challenges. We propose CARROT, a plug-and-play cultural-aware recipe information retrieval framework that incorporates cultural-aware query rewriting and re-ranking methods and evaluate it both on our benchmark and intuitive human judgments. The results show that our framework significantly enhances the preservation of the original recipe and its cultural appropriateness for the target culture. We believe these insights will significantly contribute to future research on cultural adaptation.