Giulio Pelosio

Alankar Atreya, Stefan Sylvius Wanger, Devesh Batra et al.

Banks receive millions of reports of fraud, scams, and disputed transactions every year, making it challenging to accurately direct customers to the appropriate specialist teams for assistance. The existing manual process driven by humans is slow and stressful for both customers and staff. To address this, we develop a customer-facing AI powered triaging agent that leverages large language models (LLMs) to conduct multi-turn conversations, ask relevant questions, and classify cases for accurate, policy-guided routing, making it embedded in the customer journey. To evaluate and continuously improve the agent, synthetic digital twins of real customers were simulated, generating realistic, labelled dialogues based on historical data to test a wide range of real-world scenarios. This work details the triage agent's modelling approach, integration with policy, safety guardrails and reasoning frameworks, the use of the synthetic agent for scalable evaluation, and findings on the AI system's accuracy, robustness, and compliance. Results show that the agent successfully improves triaging of historical cases, achieving a 30.6% increase in classification accuracy, with high satisfaction levels reported by our subject-matter experts, highlighting how targeted probing can lead to more effective triage in banking operations at scale.

Giulio Pelosio, Devesh Batra, Noémie Bovey et al.

Large Language Models (LLMs) can exhibit latent biases towards specific nationalities even when explicit demographic markers are not present. In this work, we introduce a novel name-based benchmarking approach derived from the Bias Benchmark for QA (BBQ) dataset to investigate the impact of substituting explicit nationality labels with culturally indicative names, a scenario more reflective of real-world LLM applications. Our novel approach examines how this substitution affects both bias magnitude and accuracy across a spectrum of LLMs from industry leaders such as OpenAI, Google, and Anthropic. Our experiments show that small models are less accurate and exhibit more bias compared to their larger counterparts. For instance, on our name-based dataset and in the ambiguous context (where the correct choice is not revealed), Claude Haiku exhibited the worst stereotypical bias scores of 9%, compared to only 3.5% for its larger counterpart, Claude Sonnet, where the latter also outperformed it by 117.7% in accuracy. Additionally, we find that small models retain a larger portion of existing errors in these ambiguous contexts. For example, after substituting names for explicit nationality references, GPT-4o retains 68% of the error rate versus 76% for GPT-4o-mini, with similar findings for other model providers, in the ambiguous context. Our research highlights the stubborn resilience of biases in LLMs, underscoring their profound implications for the development and deployment of AI systems in diverse, global contexts.