Assessing the Performance of Human-Capable LLMs -- Are LLMs Coming for Your Job?

Abstract

The current paper presents the development and validation of SelfScore, a novel benchmark designed to assess the performance of automated Large Language Model (LLM) agents on help desk and professional consultation tasks. Given the increasing integration of AI in industries, particularly within customer service, SelfScore fills a crucial gap by enabling the comparison of automated agents and human workers. The benchmark evaluates agents on problem complexity and response helpfulness, ensuring transparency and simplicity in its scoring system. The study also develops automated LLM agents to assess SelfScore and explores the benefits of Retrieval-Augmented Generation (RAG) for domain-specific tasks, demonstrating that automated LLM agents incorporating RAG outperform those without. All automated LLM agents were observed to perform better than the human control group. Given these results, the study raises concerns about the potential displacement of human workers, especially in areas where AI technologies excel. Ultimately, SelfScore provides a foundational tool for understanding the impact of AI in help desk environments while advocating for ethical considerations in the ongoing transition towards automation.