From Retrieval to Customer Context: Evaluating Frontier-Model Systems for Voice-of-Customer Analysis
Read the original on arXiv Machine Learning →The Flow has not summarised this story yet — read it at arXiv Machine Learning.
The Flow has not summarised this story yet — read it at arXiv Machine Learning.
arXiv:2605.29522v2 Announce Type: replace Abstract: As scientific literature grows rapidly and research increasingly involves AI agents, automated survey generation has become a key capability for bo...
The paper introduces a repeat‑run evaluation framework for AI agents that process large unstructured datasets, focusing on theme churn and volume disagreement as key metrics. Experiments on three customer‑feedback tasks across eight frontier models show that a taxonomy‑grounded agent (TGA) dramatically reduces theme churn by 86–88% and eliminates volume disagreement compared to raw generation and hierarchical decomposition. The framework is applicable beyond customer feedback, to any recurring synthesis of unstructured corpora such as financial reports, legal documents, incident records, and scientific literature.
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Legal Research Bench (LRB) is a new benchmark comprising 413 open-ended U.S. legal research questions, each paired with a gold answer, supporting authorities, and a binary grading rubric. The study evaluates thirteen advanced language‑model agents using web search, case‑law search, page parsing, and retrieval tools, scoring responses only when all required criteria are met and cited authorities verify. Results show that even the best model, Claude Opus 4.8, achieves full correctness on only 42.9% of questions, with performance varying by legal area and task complexity, and no clear link between more tool calls or inference cost and higher accuracy.
The paper introduces ElephantBench, a closed‑book knowledge probe with 1,094 multi‑account factual questions generated via an auditable graph‑based pipeline that pulls documents from a low‑exposure web corpus and identifies naturally occurring disagreements. Across 32 large language models, even the best model only recovers both divergent accounts on 52.4% of questions, and most models recall one account while omitting the other, indicating persistent epistemic myopia. The study shows that scaling model size and inference‑time reasoning improves recall but does not eliminate incompleteness, and that exposure imbalance in the corpus biases models toward the dominant account.
The paper evaluates the use of large language models (LLMs) as judges for assessing conversational voice agents, comparing human judgments with GPT‑4.1 and GPT‑5 across telecom and retail interactions. It examines agreement, metric‑level correlations, and consistency across three evaluation configurations (p0, p1, p2) to determine how reliably LLMs can judge conversational quality and safety. The study finds that LLM‑based evaluation can be effective but its reliability varies by metric and configuration, suggesting a hybrid approach where LLMs handle scalable assessment while humans focus on metrics requiring contextual interpretation.