Related papers: Designing Service Systems from Textual Evidence

Service system performance depends on how participants respond to design choices, but modeling these responses is hard due to the complexity of human behavior. We introduce an LLM-powered multi-agent simulation (LLM-MAS) framework for…

Due to their architecture and vast pre-training data, large language models (LLMs) demonstrate strong text classification performance. However, LLM output - here, the category assigned to a text - depends heavily on the wording of the…

Regulatory efforts to protect against algorithmic bias have taken on increased urgency with rapid advances in large language models (LLMs), which are machine learning models that can achieve performance rivaling human experts on a wide…

Large Language Models are cognitively biased judges. Large Language Models (LLMs) have recently been shown to be effective as automatic evaluators with simple prompting and in-context learning. In this work, we assemble 15 LLMs of four…

Large Language Models (LLMs) are increasingly being used to autonomously evaluate the quality of content in communication systems, e.g., to assess responses in telecom customer support chatbots. However, the impartiality of these AI…

Serendipity plays a pivotal role in enhancing user satisfaction within recommender systems, yet its evaluation poses significant challenges due to its inherently subjective nature and conceptual ambiguity. Current algorithmic approaches…

We present a principled approach to provide LLM-based evaluation with a rigorous guarantee of human agreement. We first propose that a reliable evaluation method should not uncritically rely on model preferences for pairwise evaluation, but…

Artificial Intelligence (AI) / Machine Learning (ML)-based systems are widely sought-after commercial solutions that can automate and augment core business services. Intelligent systems can improve the quality of services offered and…

As large language models (LLMs) continue to advance, reliable evaluation methods are essential particularly for open-ended, instruction-following tasks. LLM-as-a-Judge enables automatic evaluation using LLMs as evaluators, but its…

Traditional reference-based metrics, such as BLEU and ROUGE, are less effective for assessing outputs from Large Language Models (LLMs) that produce highly creative or superior-quality text, or in situations where reference outputs are…

LLM evaluation is challenging even the case of base models. In real world deployments, evaluation is further complicated by the interplay of task specific prompts and experiential context. At scale, bias evaluation is often based on short…

Automatic reviewing helps handle a large volume of papers, provides early feedback and quality control, reduces bias, and allows the analysis of trends. We evaluate the alignment of automatic paper reviews with human reviews using an arena…

As Large Language Models (LLMs) become integrated into high-stakes domains, there is a growing need for evaluation methods that are both scalable for real-time deployment and reliable for critical decision-making. While human evaluation is…

Integrating Large Language Models (LLMs) into business process management tools promises to democratize Business Process Model and Notation (BPMN) modeling for non-experts. While automated frameworks assess syntactic and semantic quality,…

Significant progress has been made in automatic text evaluation with the introduction of large language models (LLMs) as evaluators. However, current sample-wise evaluation paradigm suffers from the following issues: (1) Sensitive to prompt…

New Large Language Models (LLMs) become available every few weeks, and modern application developers confronted with the unenviable task of having to decide if they should switch to a new model. While human evaluation remains the gold…

Large language models (LLMs) are increasingly used for high-stakes decision-making, yet existing approaches struggle to reconcile scalability, interpretability, and reproducibility. Black-box models obscure their reasoning, while recent…

Customer-provided reviews have become an important source of information for business owners and other customers alike. However, effectively analyzing millions of unstructured reviews remains challenging. While large language models (LLMs)…

As intelligent systems become more autonomous, the scientific community focuses on creating decision-making mechanisms that include ethical and moral considerations, unlike traditional utility-maximisation models. To achieve this, a key…

The ability to rigorously estimate the failure rates of large language models (LLMs) is a prerequisite for their safe deployment. Currently, however, practitioners often face a tradeoff between expensive human gold standards and potentially…