Erin Babinsky

Kushal Chawla, Chenyang Zhu, Pengshan Cai et al.

Summarization of multi-party dialogues is a critical capability in industry, enhancing knowledge transfer and operational effectiveness across many domains. However, automatically generating high-quality summaries is challenging, as the ideal summary must satisfy a set of complex, multi-faceted requirements. While summarization has received immense attention in research, prior work has primarily utilized static datasets and benchmarks, a condition rare in practical scenarios where requirements inevitably evolve. In this work, we present an industry case study on developing an agentic system to summarize multi-party interactions. We share practical insights spanning the full development lifecycle to guide practitioners in building reliable, adaptable summarization systems, as well as to inform future research, covering: 1) robust methods for evaluation despite evolving requirements and task subjectivity, 2) component-wise optimization enabled by the task decomposition inherent in an agentic architecture, 3) the impact of upstream data bottlenecks, and 4) the realities of vendor lock-in due to the poor transferability of LLM prompts.

Saadat Hasan Khan, Spencer Hong, Jingyu Wu et al.

Retrieval-augmented generation (RAG) is a common technique for grounding language model outputs in domain-specific information. However, RAG is often challenged by reasoning-intensive question-answering (QA), since common retrieval methods like cosine similarity maximize relevance at the cost of introducing redundant content, which can reduce information recall. To address this, we introduce Diversity-Focused Retrieval-Augmented Generation (DF-RAG), which systematically incorporates diversity into the retrieval step to improve performance on complex, reasoning-intensive QA benchmarks. DF-RAG builds upon the Maximal Marginal Relevance framework to select information chunks that are both relevant to the query and maximally dissimilar from each other. A key innovation of DF-RAG is its ability to optimize the level of diversity for each query dynamically at test time without requiring any additional fine-tuning or prior information. We show that DF-RAG improves F1 performance on reasoning-intensive QA benchmarks by 4-10 percent over vanilla RAG using cosine similarity and also outperforms other established baselines. Furthermore, we estimate an Oracle ceiling of up to 18 percent absolute F1 gains over vanilla RAG, of which DF-RAG captures up to 91.3 percent.

Chenyang Zhu, Spencer Hong, Jingyu Wu et al.

We have reached a critical roadblock in the development and enhancement of long-horizon, multi-component LLM agentic systems: it is incredibly tricky to identify where these systems break down and why. Evaluation capabilities that currently exist today (e.g., single pass LLM-as-a-judge) are limited in that they often focus on individual metrics or capabilities, end-to-end outcomes, and are narrowly grounded on the preferences of humans. We argue that to match the agentic capabilities, evaluation frameworks must also be able to reason, probe, iterate, and understand the complex logic passing through these systems over long horizons. In this paper, we present RAFFLES - an evaluation architecture that incorporates reasoning and iterative refinement. Specifically, RAFFLES operates as an iterative, multi-component pipeline, using a central Judge to systematically investigate faults and a set of specialized Evaluators to assess not only the system's components but also the quality of the reasoning by the Judge itself, thereby building a history of hypotheses. We tested RAFFLES against several baselines on the Who&When dataset, a benchmark designed to diagnose the "who" (agent) and "when" (step) of a system's failure. RAFFLES outperforms these baselines, achieving an agent-step fault pair accuracy of over 43% on the Algorithmically-Generated dataset (a substantial increase from the previously published best of 16.6%) and over 20% on the Hand-Crafted dataset (surpassing the previously published best of 8.8%). These results demonstrate a key step towards introducing automated fault detection for autonomous systems over labor-intensive manual human review.