arXiv Machine Learning

From Offline Proxies to Online Decisions: A Layered Engagement Evaluation Framework for Conversational AI

The paper presents a layered framework for evaluating conversational AI by aligning offline proxy signals with online A/B experiment outcomes. It introduces a three‑step alignment chain—behavioral label to product outcome, classifier to candidate behavior, and offline signal to experiment effect—alongside an audit protocol that compares confidence intervals and rankings. In a real‑world deployment, the composite proxy achieved 81.1% F1 versus 34.3% for the raw classifier, correctly predicting direction on all 113 contrasts and enabling efficient prioritization of candidate models before costly online testing.

arXiv Machine Learning
Sep 14

GAUGE: When Not to Trust LLM-as-a-Judge in User-Simulated Evaluation of Task-Oriented Agents

GAUGE is a new offline protocol that evaluates whether the common practice of using an LLM-as-a-judge to rank task‑oriented agents actually aligns with a verifiable reward. Across 25 agents from six providers on two benchmarks, GAUGE finds that user satisfaction scores are largely uncorrelated with task success, and that the judge’s ranking loses precision when agents are closely matched in performance. The study highlights a gap between ranking validity and construct validity in current evaluation practices.

By Umesh Bodhwani, Thanh Tran, Kai Wei
arXiv AI
Sep 17

When to Call an LLM: A Confidence-Gated Hybrid for Cost-Effective Emotion Recognition in Conversational AI

The paper evaluates three approaches for emotion recognition in conversation— a low‑cost stacked ensemble, an off‑the‑shelf LLM prompt, and a confidence‑gated hybrid that escalates only uncertain ensemble predictions to the LLM. Across three datasets (IEMOCAP, MELD, CMU‑MOSI), the hybrid consistently outperforms each pure system, achieving higher weighted F1 scores while routing most traffic through the inexpensive ensemble. This results in significant cost savings (≈$10‑85 per million utterances) and provides an interpretable escalation signal tied to emotion or sentiment shifts.

By Sai Babu Udayagiri, Arjun Chouhan, Ravisekhar Kanagala, Trishala Pavagada