Counterfactual Fairness Evaluation of LLM-Based Contact Center Agent Quality Assurance System

Large language model (LLM) agents increasingly take actions (screening applicants, recommending credit, triaging patients), yet fairness for LLMs is still measured by grading answers. We introduce AgentFairBench, a cheap, reproducible, multi-domain benchmark for demographic disparity in the actions of LLM agents. Grounded in a companion framework, the Bias Conduction Framework (BCF, restated here), it spans three regulator-anchored domains: hiring, lending, and medical triage. Synthetic, demographic-neutral profiles are evaluated in counterfactual matched sets that vary only a name-coded race x gender signal (in the Bertrand Mullainathan tradition), under four agent scaffolds of increasing agency (direct, chain-of-thought, multi-agent deliberation, tool-augmented). A NumPy-only harness computes counterfactual flip rate, mean absolute score difference (MASD), action-rate disparity, and tool-invocation disparity, with bootstrap confidence intervals, paired tests, and false-discovery-rate control, for single-digit dollars per model. A live leaderboard with a held-out private split and a contamination canary admits external models by submission. Our pilot (864 decisions plus a test-retest replication) carries a methodological lesson: comparing a six-group score spread against a two-run noise difference overstates disparity by ~ 2.4X through statistic arity alone. Against an arity matched noise floor and an omnibus group test, claude haiku 4 5 shows no demographic effect above sampling noise (0 of 120 pairwise and 0 of 9 omnibus contrasts survive correction); a planted-bias test confirms the instrument detects disparity when present. The contribution is a sound, sensitive, adoption-ready instrument, the arity matched null methodology, and open artifacts to scale it. Code, data, and harness are released under open licenses, with an anonymized review artifact.

Large language models (LLMs) are now widely deployed in user-facing applications, reaching hundreds of millions of users worldwide. Despite their widespread adoption, growing reliance on their outputs raises significant concerns, particularly as users may be exposed to model-inherent biases that disadvantage or stereotype certain groups. However, existing bias benchmarks commonly rely on simple templated prompts or restrictive multiple-choice questions that fail to capture the complexity of real-world user interactions. In this work, we address this gap by introducing a counterfactual framework that automatically generates realistic, open-ended questions for LLM bias evaluation. Through iterative question mutation, our approach systematically explores areas where models are most likely to exhibit biased behavior. Beyond just detecting harmful biases, we also capture increasingly relevant response dimensions, such as asymmetric refusals and explicit bias acknowledgment. Building on this, we construct CAB, a diverse and human-verified benchmark for realistic and nuanced bias evaluations on current frontier LLMs. Our evaluation using CAB highlights the continued need for fairness research by showing that all examined models exhibit persistent biases across certain scenarios.

As Large Language Models (LLMs) are increasingly deployed as autonomous agents, accurately evaluating their latent values and biases is critical. The NLP community typically evaluates models using large, unstructured benchmarks. While effective for general capabilities, these datasets fundamentally conflate causal mechanisms: even when an aggregate bias is detected, unstructured evaluations cannot disentangle whether it stems from baseline traits, contextual confounders, or complex interactions. To address this, we introduce an analytically exact framework for the controlled behavioral evaluation of LLMs. We bridge human psychometrics with LLM mechanics by resolving gaps in design, measurement, and analysis. First, we replace unstructured prompting with fully crossed factorial experiments to systematically isolate causal main and interaction effects. Second, we eliminate Monte Carlo text sampling noise by operating directly on exact, token-level Probability Mass Functions (PMFs). Third, we derive a multivariate ordinal consensus metric and a distributional ANOVA to process these PMFs analytically. We validate our framework with a case study on consumer ethnocentrism across five LLMs, demonstrating how our approach isolates systemic country-of-origin biases that aggregate benchmarks otherwise obscure.