SAGE: State-Grounded, Abstention-Aware Evaluation of Task-Oriented Dialogue Agents

Abstract:Evaluating task-oriented dialogue agents requires judging not merely whether a reply reads well but whether each turn advances the underlying workflow state correctly--a distinction conventional holistic LLM judges can miss because they evaluate the available context as a single unit and require one or more full-model calls per turn. We propose SAGE (State-Grounded Abstention-Aware Evaluation), which compiles a workflow specification and per-turn state diff into atomic, schema-grounded criteria and routes each through a cascade of symbolic and encoder/NLI verifiers that abstain rather than guess, aggregating criterion verdicts into a turn-level decision with an evidence trace. Its recommended operating point, SAGE-Core, decides 81--91% of criteria with only the compiler, symbolic rules, and on-device encoders--at zero paid LLM cost--while SAGE-LLM adds an optional focused-LLM fallback for open-class criteria. Across four slices spanning MultiWOZ, Schema-Guided Dialogue, and ABCD, no evaluated LLM-as-a-judge baseline--including a state-aware GPT-4.1 judge and cheaper GPT-4.1-mini variants--significantly exceeds SAGE-Core on any slice, even though the GPT-4.1 G-Eval judge costs $4.7--8.0 per 1,000 turns to SAGE-Core's $0. A two-annotator human audit (n=200, $\kappa$=0.94) confirms strong label fidelity on the transcript-visible failure classes--where, excluding the weak-salience IUV class, SAGE-Core is statistically tied with the strongest LLM judge--and honestly scopes ignored-user-value as a state-consistency signal with weak broad-human salience. We analyze construct-validity limits from injected failures and partial symbolic circularity.

Artificial Intelligence (cs.AI); Computation and Language (cs.CL); Machine Learning (cs.LG)

arXiv:2609.00434 [cs.AI]

(or arXiv:2609.00434v1 [cs.AI] for this version)

https://doi.org/10.48550/arXiv.2609.00434 Focus to learn more arXiv-issued DOI via DataCite (pending registration)

arXivLabs is a framework that allows collaborators to develop and share new arXiv features directly on our website.

Both individuals and organizations that work with arXivLabs have embraced and accepted our values of openness, community, excellence, and user data privacy. arXiv is committed to these values and only works with partners that adhere to them.

Have an idea for a project that will add value for arXiv's community? Learn more about arXivLabs.