2 papers
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…
cs.CL2026
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…