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cs.CL2025
Spot the BlindSpots: Systematic Identification and Quantification of Fine-Grained LLM Biases in Contact Center Summaries
Kawin Mayilvaghanan, Siddhant Gupta, Ayush Kumar
Abstractive summarization is a core application in contact centers, where Large Language Models (LLMs) generate millions of summaries of call transcripts daily. Despite their appar…
cs.CL2025
Why Synthetic Isn't Real Yet: A Diagnostic Framework for Contact Center Dialogue Generation
Rishikesh Devanathan, Varun Nathan, Ayush Kumar
Synthetic data is increasingly critical for contact centers, where privacy constraints and data scarcity limit the availability of real conversations. However, generating synthetic…