Papers by Rajdeep Agrawal
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. |