TauIndianBankBench: Procedure-Aware, Action-Oriented Evaluation of Tool-Using Conversational Agents
Krishanu Adhikary, Prashant Devadiga
Many Indian banks serve customers through FAQ pages and scripted chatbots. Assistants based on language models could respond faster and carry out requests such as blocking a card, but only if they give correct information and follow the bank's rules. These rules prescribe a procedure, a set of required steps, such as obtaining a closure quote before closing a deposit. Adapting models to this domain requires measuring how well they follow the procedure, before and after training. Benchmarks usually judge only the records left at the end of a conversation. Many required steps, however, leave the records unchanged, so an assistant that skips them can still be judged successful. We present TauIndianBankBench, an action-oriented benchmark of 1,000 Indian retail-banking tasks where an assistant helps a simulated customer. Besides the final records, it checks that the assistant took every required step and made no unrequested change. For every model, 6.5-12.0% of sessions are judged successful when only the final records are checked, although the assistant skipped a required step or made an unrequested change. Scoring both procedure and outcome shows more accurately how well language models perform in Indian retail banking.
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