SAGE: A Service Agent Graph-guided Evaluation Benchmark
The development of Large Language Models (LLMs) has catalyzed automation in customer service, yet benchmarking their performance remains challenging. Existing benchmarks predominantly rely on static paradigms and single-dimensional metrics, failing to account for diverse user behaviors or the strict adherence to structured Standard Operating Procedures (SOPs) required in real-world deployments. To bridge this gap, we propose SAGE (Service Agent Graph-guided Evaluation), a universal multi-agent benchmark for automated, dual-axis assessment. SAGE formalizes unstructured SOPs into Dynamic Dialogue Graphs, enabling precise verification of logical compliance and comprehensive path coverage. We...
| Authors | Ling Shi, Yuqin Dai, Ziyin Wang et al. |
|---|---|
| Primary category | cs.AI |
| Published | 10 April 2026 |
| Last updated at source | 10 April 2026 |
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