2 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…
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…