3 papers
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…
q-fin.ST2026
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…
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…