SAGE: A Service Agent Graph-guided Evaluation Benchmark
Organizations: Tianjin University, Tianjin, China · Tsinghua University, Beijing, China · Beihang University, Beijing, China · Beijing University of Posts and Telecommunications, Beijing, China ·
Abstract
The development of Large Language Models (LLMs) has catalyzed automation in customer service, yet benchmarking their performance remains challenging. Existing benchmarks predominantly rely on static paradigms and single-dimensional metrics, failing to account for diverse user behaviors or the strict adherence to structured Standard Operating Procedures (SOPs) required in real-world deployments. To bridge this gap, we propose SAGE (Service Agent Graph-guided Evaluation), a universal multi-agent benchmark for automated, dual-axis assessment. SAGE formalizes unstructured SOPs into Dynamic Dialogue Graphs, enabling precise verification of logical compliance and comprehensive path coverage. We introduce an Adversarial Intent Taxonomy and a modular Extension Mechanism, enabling low-cost deployment across domains and facilitating automated dialogue data synthesis. Evaluation is conducted via a framework where Judge Agents and a Rule Engine analyze interactions between User and Service Agents to generate deterministic ground truth. Extensive experiments on 27 LLMs across 6 industrial scenarios reveal a significant Execution Gap'' where models accurately classify intents but fail to derive correct subsequent actions. We also observe Empathy Resilience'', a phenomenon where models maintain polite conversational facades despite underlying logical failures under high adversarial intensity. Code and resources are available at https://anonymous.4open.science/r/SAGE-Bench-4CD3/.
Figures & tables
| Model | AVG Score | OA on 6 Scenarios | Format | Chat | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Name | Params | OA | Logic | Chat | ER | TP | PS | LD | AR | OE | Error | Length |
| Closed-Source Large Language Models | ||||||||||||
| Claude-Sonnet-4.5 | - | 71.56 2 | 70.10 3 | 77.38 1 | 71.21 | 75.03 | 75.07 | 67.30 | 66.52 | 74.24 | 0.75 % | 93.42 |
| Claude-Opus-4.5 | - | 72.62 1 | 72.10 1 | 74.68 2 | 72.73 | 73.12 | 73.25 | 71.25 | 70.12 | 75.22 | 0.94 % | 43.49 |
| GPT-4.1 | - | 66.79 6 | 68.31 4 | 60.70 8 | 70.32 | 66.90 | 65.46 | 62.69 | 63.68 | 71.69 | 0.04 % | 18.59 |
| Gemini-2.5-Pro | - | 66.90 5 | 65.69 8 | 71.73 4 | 69.46 | 66.42 | 69.60 | 64.92 | 60.71 | 70.28 | 0.00 % | 53.33 |
Appendix figures & tables6 assets
Supplementary material from the paper’s appendix.
Appendix
| OA Score | Logic Score | Chat Score | Chat Length | |||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Scenario | T1 | T5 | T10 | T15 | T1 | T5 | T10 | T15 | T1 | T5 | T10 | T15 | T1 | T5 | T10 | T15 |
| AirlineRefund | 61.1 | 61.9 | 59.8 | 57.2 | 60.7 | 61.4 | 58.7 | 55.7 | 63.1 | 64.1 | 64.3 | 63.2 | 37 | 36 | 35 | 34 |
| EcommerceRefund | 66.9 | 67.9 | 68.1 | 66.5 | 67.5 | 68.5 | 68.5 | 66.6 | 64.6 | 65.5 | 66.5 | 66.2 | 37 | 34 | 38 | 36 |
| LogisticsDelivery | 59.5 | 60.5 | 60.7 | 60.8 | 58.9 | 59.9 | 60.0 | 60.7 | 62.0 | 63.1 | 63.3 | 61.4 | 40 | 39 | 40 | 45 |
| OnlineEducation | 67.0 | 69.4 | 71.5 | 73.1 | 67.5 | 69.9 | 72.6 | 75.0 | 65.1 | 67.3 | 67.3 | 65.5 | 35 | 35 | 34 | 36 |
| PropertyService | 64.1 | 64.7 | 59.8 | 56.9 | 63.9 | 64.6 | 58.6 | 55.5 | 64.6 | 65.4 | 64.4 | 62.8 | 30 | 30 | 32 | 35 |
| Scenario | Overall | Logic | Chat Quality | JSON Error (%) | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Zero | Weak | Strong | Zero | Weak | Strong | Zero | Weak | Strong | Zero | Weak | Strong | |
| AirlineRefund | 49.7 | 63.2 | 60.9 | 46.3 | 63.2 | 60.3 | 63.3 | 63.0 | 63.4 | 1.6 | 1.8 | 3.4 |
| E-commerceRefund | 73.1 | 68.8 | 58.9 | 74.8 | 69.7 | 58.1 | 66.2 | 65.2 | 62.0 | 1.0 | 1.5 | 3.9 |
| LogisticsDelivery | 78.2 | 59.9 | 56.4 | 84.0 | 59.5 | 54.5 | 55.2 | 61.6 | 63.6 | 0.6 | 2.0 | 3.8 |
| OnlineEducation | 75.7 | 74.4 | 62.6 | 78.1 | 76.7 | 62.0 | 66.1 | 65.1 | 64.9 | 2.3 | 2.9 | 4.5 |
| PropertyService | 65.1 | 61.4 | 67.0 | 64.4 | 60.3 | 68.8 | 67.9 | 65.9 | 60.0 | 0.9 | 1.0 | 3.1 |
| Scenario | Logic Ability | Chat Quality | ||||||
|---|---|---|---|---|---|---|---|---|
| Path | Action | Class. | Ling. | Anth. | Cont. | Satis. | Instr. | |
| AirlineRefund | 64.4 | 29.4 | 72.5 | 68.3 | 56.2 | 60.6 | 62.0 | 73.1 |
| E-commerceRefund | 66.0 | 29.5 | 88.0 | 70.1 | 58.8 | 62.1 | 64.0 | 71.4 |
| LogisticsDelivery | 64.3 | 32.3 | 66.9 | 68.9 | 55.5 | 58.6 | 60.0 | 71.6 |
| OnlineEducation | 67.0 | 43.0 | 80.2 | 71.6 | 62.3 | 60.0 | 61.7 | 73.0 |
| PropertyService | 67.2 | 57.1 | 64.0 | 71.3 | 58.3 | 60.8 | 62.1 | 75.0 |
LLM Agent Evaluation
Large language model agent evaluation measures whether tool-using systems complete tasks reliably, safely, and efficiently.
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