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cs.CL2026
Counterfactual Fairness Evaluation of LLM-Based Contact Center Agent Quality Assurance System
Kawin Mayilvaghanan, Siddhant Gupta, Ayush Kumar
Large Language Models (LLMs) are increasingly deployed in contact-center Quality Assurance (QA) to automate agent performance evaluation and coaching feedback. While LLMs offer unp…
cs.CL2026
Tool-Aware Planning in Contact Center AI: Evaluating LLMs through Lineage-Guided Query Decomposition
Varun Nathan, Shreyas Guha, Ayush Kumar
We present a domain-grounded framework and benchmark for tool-aware plan generation in contact centers, where answering a query for business insights, our target use case, requires…