cs.AI updates on arXiv.org 13小时前
Spot the BlindSpots: Systematic Identification and Quantification of Fine-Grained LLM Biases in Contact Center Summaries
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本文提出盲点框架,用于识别和量化客服中心操作偏差,通过实证研究揭示LLM在生成总结时存在的系统性偏差。

arXiv:2508.13124v1 Announce Type: cross Abstract: Abstractive summarization is a core application in contact centers, where Large Language Models (LLMs) generate millions of summaries of call transcripts daily. Despite their apparent quality, it remains unclear whether LLMs systematically under- or over-attend to specific aspects of the transcript, potentially introducing biases in the generated summary. While prior work has examined social and positional biases, the specific forms of bias pertinent to contact center operations - which we term Operational Bias - have remained unexplored. To address this gap, we introduce BlindSpot, a framework built upon a taxonomy of 15 operational bias dimensions (e.g., disfluency, speaker, topic) for the identification and quantification of these biases. BlindSpot leverages an LLM as a zero-shot classifier to derive categorical distributions for each bias dimension in a pair of transcript and its summary. The bias is then quantified using two metrics: Fidelity Gap (the JS Divergence between distributions) and Coverage (the percentage of source labels omitted). Using BlindSpot, we conducted an empirical study with 2500 real call transcripts and their summaries generated by 20 LLMs of varying scales and families (e.g., GPT, Llama, Claude). Our analysis reveals that biases are systemic and present across all evaluated models, regardless of size or family.

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客服中心 LLM 操作偏差 盲点框架 偏差识别
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