Author

Shayna Gardiner

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#natural language process... Preprint Oct 2026

Evaluating LLMs as Agentic Workflow Executors in Real-World Customer Support Skills

Enterprise customer-support agents increasingly rely on Large Language Models (LLMs) to execute bounded, tool-using workflows. We study this problem through the lens of Skill LLMs: specialized executors that operate within a selected skill context and must complete a narrow, stateful workflow under policy and tool cons...

Md Tahmid Rahman Laskar, Gundeep Singh, Xue-Yong Fu et al. · 0 citations

#natural language process... Preprint Sep 2026

When Better Turns Do Not Make Better Agents: Diagnosing the Gap Between Next-Turn Metrics and Workflow Success

It is found that SFT consistently improves text-turn success, and that overall next-turn success increases for every model under gold-history evaluation, but these improvements do not transfer to autonomous workflow execution.

Md Tahmid Rahman Laskar, Xue-Yong Fu, Gundeep Singh et al. · 1 citation · ⚡1