4 papers
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…
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…
Predictive AI with External Knowledge Infusion: Datasets and Benchmarks for Stock Markets
Ambedkar Dukkipati, Kawin Mayilvaghanan, Naveen Kumar Pallekonda +2
Fluctuations in stock prices are influenced by a complex interplay of factors that go beyond mere historical data. These factors, themselves influenced by external forces, encompas…
Deep Representation Learning for Prediction of Temporal Event Sets in the Continuous Time Domain
Parag Dutta, Kawin Mayilvaghanan, Pratyaksha Sinha +1
Temporal Point Processes (TPP) play an important role in predicting or forecasting events. Although these problems have been studied extensively, predicting multiple simultaneously…