Aashraya Sachdeva

Sumanth Balaji, Piyush Mishra, Aashraya Sachdeva et al.

Traditional customer support systems, such as Interactive Voice Response (IVR), rely on rigid scripts and lack the flexibility required for handling complex, policy-driven tasks. While large language model (LLM) agents offer a promising alternative, evaluating their ability to act in accordance with business rules and real-world support workflows remains an open challenge. Existing benchmarks primarily focus on tool usage or task completion, overlooking an agent's capacity to adhere to multi-step policies, navigate task dependencies, and remain robust to unpredictable user or environment behavior. In this work, we introduce JourneyBench, a benchmark designed to assess policy-aware agents in customer support. JourneyBench leverages graph representations to generate diverse, realistic support scenarios and proposes the User Journey Coverage Score, a novel metric to measure policy adherence. We evaluate multiple state-of-the-art LLMs using two agent designs: a Static-Prompt Agent (SPA) and a Dynamic-Prompt Agent (DPA) that explicitly models policy control. Across 703 conversations in three domains, we show that DPA significantly boosts policy adherence, even allowing smaller models like GPT-4o-mini to outperform more capable ones like GPT-4o. Our findings demonstrate the importance of structured orchestration and establish JourneyBench as a critical resource to advance AI-driven customer support beyond IVR-era limitations.

Abhishek Kumar, Aashraya Sachdeva

Entity recognition in Automatic Speech Recognition (ASR) is challenging for rare and domain-specific terms. In domains such as finance, medicine, and air traffic control, these errors are costly. If the entities are entirely absent from the ASR output, post-ASR correction becomes difficult. To address this, we introduce RECOVER, an agentic correction framework that serves as a tool-using agent. It leverages multiple hypotheses as evidence from ASR, retrieves relevant entities, and applies Large Language Model (LLM) correction under constraints. The hypotheses are used using different strategies, namely, 1-Best, Entity-Aware Select, Recognizer Output Voting Error Reduction (ROVER) Ensemble, and LLM-Select. Evaluated across five diverse datasets, it achieves 8-46% relative reductions in entity-phrase word error rate (E-WER) and increases recall by up to 22 percentage points. The LLM-Select achieves the best overall performance in entity correction while maintaining overall WER.