@inproceedings{zhang-etal-2026-duivrs,
    title = "{D}u{IVRS}-2: An {LLM}-based Interactive Voice Response System for Large-scale {POI} Attribute Acquisition",
    author = "Zhang, Le  and
      Zhang, Shengming  and
      Zha, Rui  and
      Yunpeng, Wu  and
      Zhou, Jingbo  and
      Huang, Jizhou",
    editor = "Li, Yunyao  and
      Rehm, Georg  and
      Tu, Mei",
    booktitle = "Proceedings of the 64th Annual Meeting of the {A}ssociation for {C}omputational {L}inguistics (Volume 6: Industry Track)",
    month = jul,
    year = "2026",
    address = "San Diego, California, USA",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/ingestion-form-platform/2026.acl-industry.44/",
    pages = "632--645",
    ISBN = "979-8-89176-394-4",
    abstract = "Accurate Point of Interest (POI) attribute acquisition is essential for location-based services, yet traditional modular Interactive Voice Response (IVR) systems suffer from error accumulation and high maintenance overhead. We present DuIVRS-2, a large language model (LLM)-based end-to-end framework designed for large-scale POI attribute acquisition at Baidu Maps. To address the long-tail distribution of real-world interactions, our methodology first employs a finite state machine (FSM)-guided data augmentation strategy to synthesize a balanced and diverse training dataset. We then streamline dialogue management via a selective generation scheme combined with a Chain-of-Thought (CoT) mechanism, which ensures output stability and effectively eliminates hallucinations in industrial settings. To facilitate continuous policy refinement with minimal manual effort, we design a cooperative iterative learning framework that leverages a dual-evaluator voting system. Deployed in production for two months, DuIVRS-2 processed 0.4 million calls daily and achieved a 83.9{\%} Task Success Rate (TSR), outperforming its predecessor by 4 percentage points while maintaining a low reaction time of 130ms. This work provides a production-proven reference for developing robust, cost-effective LLM agents for large-scale industrial dialogue applications."
}