Papers by Prajwal Sood
STREAQ: Selective Tiered Routing for Effective and Affordable Contact Center Quality Assurance (2025.emnlp-industry)
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| Challenge: | Traditional manual QA cannot scale to growing volumes, while fully automated evaluation using large language models presents a cost-performance trade-off. |
| Approach: | They propose a two-tier selective routing framework to intelligently route queries between cost-efficient and high-capability models. |
| Outcome: | The proposed model reduces daily costs by 48% while preserving critical performance. |
What Question Did You Answer? Refining Contact Center Evaluation Plans via Backward Questions (2026.acl-industry)
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| Challenge: | Recent advances in large Language Models (LMs) offer unprecedented potential for automating QA evaluations . however, capturing organization-specific domain knowledge remains a challenge for cost-efficient language models . |
| Approach: | They propose a diagnostic framework that generates backward questions to distill implicit reasoning from large LMs into explicit evaluation plans. |
| Outcome: | The proposed framework achieves performance improvements on 8 QA questions with gains of 27.8% in Macro F1. |