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…
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…
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…
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…