# Case-Aware LLM-as-a-Judge Evaluation for Enterprise-Scale RAG Systems

arXiv: https://arxiv.org/abs/2602.20379 · HTML: https://mlsanity.com/paper/2602.20379/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Placed in RAG pipeline design and evaluation, one of 15 directions in Retrieval-augmented generation.
- Builds on 12 of its 16 references that are in the map.
- First posted on arXiv 23 Feb 2026.

## Placed in

- Retrieval-augmented generation / [RAG pipeline design and evaluation](https://mlsanity.com/rag/rag-pipeline-design-and-evaluation/)

## Builds on (most cited first, 12 of 12)

- [Retrieval-Augmented Generation for Knowledge-Intensive NLP Tasks](https://mlsanity.com/paper/2005.11401/) (2020)
- [Judging LLM-as-a-Judge with MT-Bench and Chatbot Arena](https://mlsanity.com/paper/2306.05685/) (2023)
- [TruthfulQA: Measuring How Models Mimic Human Falsehoods](https://mlsanity.com/paper/2109.07958/) (2021)
- [G-Eval: NLG Evaluation using GPT-4 with Better Human Alignment](https://mlsanity.com/paper/2303.16634/) (2023)
- [FActScore: Fine-grained Atomic Evaluation of Factual Precision in Long Form Text Generation](https://mlsanity.com/paper/2305.14251/) (2023)
- [Beyond Accuracy: Behavioral Testing of NLP models with CheckList](https://mlsanity.com/paper/2005.04118/) (2020)
- [Length-Controlled AlpacaEval: A Simple Way to Debias Automatic Evaluators](https://mlsanity.com/paper/2404.04475/) (2024)
- [ARES: An Automated Evaluation Framework for Retrieval-Augmented Generation Systems](https://mlsanity.com/paper/2311.09476/) (2023)
- [USR: An Unsupervised and Reference Free Evaluation Metric for Dialog Generation](https://mlsanity.com/paper/2005.00456/) (2020)
- [AttributionBench: How Hard is Automatic Attribution Evaluation?](https://mlsanity.com/paper/2402.15089/) (2024)
- [MODP: Multi Objective Directional Prompting](https://mlsanity.com/paper/2504.18722/) (2025)
- [Domain-Adaptive Small Language Models for Structured Tax Code Prediction](https://mlsanity.com/paper/2507.10880/) (2025)

## Abstract (arXiv)

Enterprise Retrieval-Augmented Generation (RAG) assistants operate in multi-turn, case-based workflows such as technical support and IT operations, where evaluation must reflect operational constraints, structured identifiers (e.g., error codes, versions), and resolution workflows. Existing RAG evaluation frameworks are primarily designed for benchmark-style or single-turn settings and often fail to capture enterprise-specific failure modes such as case misidentification, workflow misalignment, and partial resolution across turns. We present a case-aware LLM-as-a-Judge evaluation framework for enterprise multi-turn RAG systems. The framework evaluates each turn using eight operationally grounded metrics that separate retrieval quality, grounding fidelity, answer utility, precision integrity, and case/workflow alignment. A severity-aware scoring protocol reduces score inflation and improves diagnostic clarity across heterogeneous enterprise cases. The system uses deterministic prompting with strict JSON outputs, enabling scalable batch evaluation, regression testing, and production monitoring. Through a comparative study of two instruction-tuned models across short and long workflows, we show that generic proxy metrics provide ambiguous signals, while the proposed framework exposes enterprise-critical tradeoffs that are actionable for system improvement.