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Tool-Aware Planning in Contact Center AI: Evaluating LLMs through Lineage-Guided Query Decomposition

Varun Nathan, Shreyas Guha, Ayush Kumar · Feb 16, 2026 · Citations: 0

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How to use this page

Low trust

Use this as background context only. Do not make protocol decisions from this page alone.

Best use

Background context only

What to verify

Read the full paper before copying any benchmark, metric, or protocol choices.

Evidence quality

Low

Derived from extracted protocol signals and abstract evidence.

Abstract

We present a domain-grounded framework and benchmark for tool-aware plan generation in contact centers, where answering a query for business insights, our target use case, requires decomposing it into executable steps over structured tools (Text2SQL (T2S)/Snowflake) and unstructured tools (RAG/transcripts) with explicit depends_on for parallelism. Our contributions are threefold: (i) a reference-based plan evaluation framework operating in two modes - a metric-wise evaluator spanning seven dimensions (e.g., tool-prompt alignment, query adherence) and a one-shot evaluator; (ii) a data curation methodology that iteratively refines plans via an evaluator->optimizer loop to produce high-quality plan lineages (ordered plan revisions) while reducing manual effort; and (iii) a large-scale study of 14 LLMs across sizes and families for their ability to decompose queries into step-by-step, executable, and tool-assigned plans, evaluated under prompts with and without lineage. Empirically, LLMs struggle on compound queries and on plans exceeding 4 steps (typically 5-15); the best total metric score reaches 84.8% (Claude-3-7-Sonnet), while the strongest one-shot match rate at the "A+" tier (Extremely Good, Very Good) is only 49.75% (o3-mini). Plan lineage yields mixed gains overall but benefits several top models and improves step executability for many. Our results highlight persistent gaps in tool-understanding, especially in tool-prompt alignment and tool-usage completeness, and show that shorter, simpler plans are markedly easier. The framework and findings provide a reproducible path for assessing and improving agentic planning with tools for answering data-analysis queries in contact-center settings.

Low-signal caution for protocol decisions

Use this page for context, then validate protocol choices against stronger HFEPX references before implementation decisions.

  • The available metadata is too thin to trust this as a primary source.
  • The abstract does not clearly describe the evaluation setup.
  • The abstract does not clearly name benchmarks or metrics.
Human Eval Hub LLM-as-Judge Hub Pairwise Preference Hub

Should You Rely On This Paper?

This paper is adjacent to HFEPX scope and is best used for background context, not as a primary protocol reference.

Best use

Background context only

Use if you need

Background context only.

Main weakness

The available metadata is too thin to trust this as a primary source.

Trust level

Low

Usefulness score

40/100 • Low

Treat as adjacent context, not a core eval-method reference.

Human Feedback Signal

Detected

Evaluation Signal

Weak / implicit signal

Usefulness for eval research

Adjacent candidate

Extraction confidence: Low

If you are doing eval pipeline work, start here:

Human Eval Hub LLM-as-Judge Hub Pairwise Preference Hub Tool-Use Eval Hub

What We Could Verify

These are the protocol signals we could actually recover from the available paper metadata. Use them to decide whether this paper is worth deeper reading.

Human Feedback Types

partial

Critique Edit

Directly usable for protocol triage.

Evaluation Modes

missing

None explicit

Validate eval design from full paper text.

Quality Controls

missing

Not reported

No explicit QC controls found.

Benchmarks / Datasets

missing

Not extracted

No benchmark anchors detected.

Reported Metrics

missing

Not extracted

No metric anchors detected.

Rater Population

missing

Unknown

Rater source not explicitly reported.

Human Feedback Details

  • Uses human feedback: Yes
  • Feedback types: Critique Edit
  • Rater population: Unknown
  • Unit of annotation: Unknown
  • Expertise required: General

Evaluation Details

  • Evaluation modes:
  • Agentic eval: None
  • Quality controls: Not reported
  • Evidence quality: Low
  • Use this page as: Background context only

Protocol And Measurement Signals

Benchmarks / Datasets

No benchmark or dataset names were extracted from the available abstract.

Reported Metrics

No metric terms were extracted from the available abstract.

Research Brief

Deterministic synthesis

We present a domain-grounded framework and benchmark for tool-aware plan generation in contact centers, where answering a query for business insights, our target use case, requires decomposing it into executable steps over structured tools… HFEPX signals include Critique Edit with confidence 0.45. Updated from current HFEPX corpus.

Generated Apr 13, 2026, 10:35 AM · Grounded in abstract + metadata only

Key Takeaways

  • We present a domain-grounded framework and benchmark for tool-aware plan generation in contact centers, where answering a query for business insights, our target use case, requires…
  • Our contributions are threefold: (i) a reference-based plan evaluation framework operating in two modes - a metric-wise evaluator spanning seven dimensions (e.g., tool-prompt…

Researcher Actions

  • Compare its human-feedback setup against pairwise and rubric hubs.
  • Identify benchmark choices from full text before operationalizing conclusions.
  • Verify metric definitions before comparing against your eval pipeline.

Caveats

  • Generated from title, abstract, and extracted metadata only; full-paper implementation details are not parsed.
  • Extraction confidence is probabilistic and should be validated for critical decisions.

Research Summary

Contribution Summary

  • We present a domain-grounded framework and benchmark for tool-aware plan generation in contact centers, where answering a query for business insights, our target use case, requires decomposing it into executable steps over structured tools…
  • Our contributions are threefold: (i) a reference-based plan evaluation framework operating in two modes - a metric-wise evaluator spanning seven dimensions (e.g., tool-prompt alignment, query adherence) and a one-shot evaluator; (ii) a data…
  • The framework and findings provide a reproducible path for assessing and improving agentic planning with tools for answering data-analysis queries in contact-center settings.

Why It Matters For Eval

  • We present a domain-grounded framework and benchmark for tool-aware plan generation in contact centers, where answering a query for business insights, our target use case, requires decomposing it into executable steps over structured tools…
  • Our contributions are threefold: (i) a reference-based plan evaluation framework operating in two modes - a metric-wise evaluator spanning seven dimensions (e.g., tool-prompt alignment, query adherence) and a one-shot evaluator; (ii) a data…

Researcher Checklist

  • Pass: Human feedback protocol is explicit

    Detected: Critique Edit

  • Gap: Evaluation mode is explicit

    No clear evaluation mode extracted.

  • Gap: Quality control reporting appears

    No calibration/adjudication/IAA control explicitly detected.

  • Gap: Benchmark or dataset anchors are present

    No benchmark/dataset anchor extracted from abstract.

  • Gap: Metric reporting is present

    No metric terms extracted.

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