Counterfactual Fairness Evaluation of LLM-Based Contact Center Agent Quality Assurance System

Large Language Models (LLMs) are increasingly deployed in contact-center Quality Assurance (QA) to automate agent performance evaluation and coaching feedback. While LLMs offer unprecedented scalability and speed, their reliance on web-scale training data raises concerns regarding demographic and behavioral biases that may distort workforce assessment. We present a counterfactual fairness evaluation of LLM-based QA systems across 13 dimensions spanning three categories: Identity, Context, and Behavioral Style. Fairness is quantified using the Counterfactual Flip Rate (CFR), the frequency of binary judgment reversals, and the Mean Absolute Score Difference (MASD), the average shift in coaching or confidence scores across counterfactual pairs. Evaluating 18 LLMs on 3,000 real-world contact center transcripts, we find systematic disparities, with CFR ranging from 5.4% to 13.0% and consistent MASD shifts across confidence, positive, and improvement scores. Larger, more strongly aligned models show lower unfairness, though fairness does not track accuracy. Contextual priming of historical performance induces the most severe degradations (CFR up to 16.4%), while implicit linguistic identity cues remain a persistent bias source. Finally, we analyze the efficacy of fairness-aware prompting, finding that explicit instructions yield only modest improvements in evaluative consistency. Our findings underscore the need for standardized fairness auditing pipelines prior to deploying LLMs in high-stakes workforce evaluation.

Predictive AI with External Knowledge Infusion for Stocks

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, encompass inter-stock dynamics, broader economic factors, various government policy decisions, outbreaks of wars, etc. Furthermore, all of these factors are dynamic and exhibit changes over time. In this paper, for the first time, we tackle the forecasting problem under external influence by proposing learning mechanisms that not only learn from historical trends but also incorporate external knowledge from temporal knowledge graphs. Since there are no such datasets or temporal knowledge graphs available, we study this problem with stock market data, and we construct comprehensive temporal knowledge graph datasets. In our proposed approach, we model relations on external temporal knowledge graphs as events of a Hawkes process on graphs. With extensive experiments, we show that learned dynamic representations effectively rank stocks based on returns across multiple holding periods, outperforming related baselines on relevant metrics.

Deep Representation Learning for Prediction of Temporal Event Sets in the Continuous Time Domain

Temporal Point Processes (TPP) play an important role in predicting or forecasting events. Although these problems have been studied extensively, predicting multiple simultaneously occurring events can be challenging. For instance, more often than not, a patient gets admitted to a hospital with multiple conditions at a time. Similarly people buy more than one stock and multiple news breaks out at the same time. Moreover, these events do not occur at discrete time intervals, and forecasting event sets in the continuous time domain remains an open problem. Naive approaches for extending the existing TPP models for solving this problem lead to dealing with an exponentially large number of events or ignoring set dependencies among events. In this work, we propose a scalable and efficient approach based on TPPs to solve this problem. Our proposed approach incorporates contextual event embeddings, temporal information, and domain features to model the temporal event sets. We demonstrate the effectiveness of our approach through extensive experiments on multiple datasets, showing that our model outperforms existing methods in terms of prediction metrics and computational efficiency. To the best of our knowledge, this is the first work that solves the problem of predicting event set intensities in the continuous time domain by using TPPs.