# SAGE: A Service Agent Graph-guided Evaluation Benchmark

arXiv: https://arxiv.org/abs/2604.09285 · HTML: https://mlsanity.com/paper/2604.09285/

## Key facts

- Cited by 2 papers in the map (data through 14 Oct 2026).
- Placed in General LLM agent frameworks and benchmarks, one of 16 directions in LLM agents and tool use.
- Builds on 33 of its 75 references that are in the map.
- First posted on arXiv 10 Apr 2026.

## Placed in

- LLM agents and tool use / [General LLM agent frameworks and benchmarks](https://mlsanity.com/agents/general-llm-agent-frameworks-and-benchmarks/)

## Builds on (most cited first, 30 of 33)

- [Training language models to follow instructions with human feedback](https://mlsanity.com/paper/2203.02155/) (2022)
- [The Llama 3 Herd of Models](https://mlsanity.com/paper/2407.21783/) (2024)
- [Judging LLM-as-a-Judge with MT-Bench and Chatbot Arena](https://mlsanity.com/paper/2306.05685/) (2023)
- [Efficient Memory Management for Large Language Model Serving with PagedAttention](https://mlsanity.com/paper/2309.06180/) (2023)
- [HotpotQA: A Dataset for Diverse, Explainable Multi-hop Question Answering](https://mlsanity.com/paper/1809.09600/) (2018)
- [Self-Refine: Iterative Refinement with Self-Feedback](https://mlsanity.com/paper/2303.17651/) (2023)
- [Qwen Technical Report](https://mlsanity.com/paper/2309.16609/) (2023)
- [Self-Instruct: Aligning Language Models with Self-Generated Instructions](https://mlsanity.com/paper/2212.10560/) (2022)
- [A Survey on Large Language Model based Autonomous Agents](https://mlsanity.com/paper/2308.11432/) (2023)
- [WebArena: A Realistic Web Environment for Building Autonomous Agents](https://mlsanity.com/paper/2307.13854/) (2023)
- [The Rise and Potential of Large Language Model Based Agents: A Survey](https://mlsanity.com/paper/2309.07864/) (2023)
- [DROP: A Reading Comprehension Benchmark Requiring Discrete Reasoning Over Paragraphs](https://mlsanity.com/paper/1903.00161/) (2019)
- [MultiWOZ -- A Large-Scale Multi-Domain Wizard-of-Oz Dataset for Task-Oriented Dialogue Modelling](https://mlsanity.com/paper/1810.00278/) (2018)
- [API-Bank: A Comprehensive Benchmark for Tool-Augmented LLMs](https://mlsanity.com/paper/2304.08244/) (2023)
- [LMSYS-Chat-1M: A Large-Scale Real-World LLM Conversation Dataset](https://mlsanity.com/paper/2309.11998/) (2023)
- [WorkArena: How Capable Are Web Agents at Solving Common Knowledge Work Tasks?](https://mlsanity.com/paper/2403.07718/) (2024)
- [AgentTuning: Enabling Generalized Agent Abilities for LLMs](https://mlsanity.com/paper/2310.12823/) (2023)
- [MiniMax-M1: Scaling Test-Time Compute Efficiently with Lightning Attention](https://mlsanity.com/paper/2506.13585/) (2025)
- [PIXIU: A Large Language Model, Instruction Data and Evaluation Benchmark for Finance](https://mlsanity.com/paper/2306.05443/) (2023)
- [Multi-IF: Benchmarking LLMs on Multi-Turn and Multilingual Instructions Following](https://mlsanity.com/paper/2410.15553/) (2024)
- [FOFO: A Benchmark to Evaluate LLMs' Format-Following Capability](https://mlsanity.com/paper/2402.18667/) (2024)
- [COLLIE: Systematic Construction of Constrained Text Generation Tasks](https://mlsanity.com/paper/2307.08689/) (2023)
- [AGILE: A Novel Reinforcement Learning Framework of LLM Agents](https://mlsanity.com/paper/2405.14751/) (2024)
- [RiSAWOZ: A Large-Scale Multi-Domain Wizard-of-Oz Dataset with Rich Semantic Annotations for Task-Oriented Dialogue Modeling](https://mlsanity.com/paper/2010.08738/) (2020)
- [Large Language Models can accomplish Business Process Management Tasks](https://mlsanity.com/paper/2307.09923/) (2023)
- [DialogBench: Evaluating LLMs as Human-like Dialogue Systems](https://mlsanity.com/paper/2311.01677/) (2023)
- [SOPBench: Evaluating Language Agents at Following Standard Operating Procedures and Constraints](https://mlsanity.com/paper/2503.08669/) (2025)
- [MG-ShopDial: A Multi-Goal Conversational Dataset for e-Commerce](https://mlsanity.com/paper/2304.12636/) (2023)
- [PM-LLM-Benchmark: Evaluating Large Language Models on Process Mining Tasks](https://mlsanity.com/paper/2407.13244/) (2024)
- [Evaluating the Ability of LLMs to Solve Semantics-Aware Process Mining Tasks](https://mlsanity.com/paper/2407.02310/) (2024)

## Built on by (most cited first, 2 of 2)

- [From Insight to Action: A Novel Framework for Interpretability-Guided Data Selection in Large Language Models](https://mlsanity.com/paper/2604.25167/) (2026)
- [ContractEval: Query-Conditioned Execution Matching for Procedural Instruction Conformance](https://mlsanity.com/paper/2609.09458/) (2026)

## Abstract (arXiv)

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/.