Agent models are frequently evaluated one decision at a time, where the model predicts the next action based on the gold interaction history, which is scored against a reference. We investigate whether improvement under this protocol is predictive of improved autonomous workflow execution. We study pre-SFT and supervised fine-tuned (SFT) Qwen3 models at 4B and 14B parameters and Gemma 3 models at 4B and 12B parameters on multi-turn customer-support workflows. We find that SFT consistently improves text-turn success, and that overall next-turn success increases for every model under gold-history evaluation. However, these improvements do not transfer to autonomous workflow execution. Tool-specific gains also vary across metrics and models. None of the four SFT models succeeds under holistic workflow evaluation, with strict trajectory completion reaching at most 10.4% workflow success. Our results show that next-turn evaluation is not a reliable proxy for workflow success, motivating separate reporting of text quality, local action correctness, tool execution, and end-to-end task completion.

The utilization of conversational AI systems by leveraging Retrieval Augmented Generation (RAG) techniques to solve customer problemshas been on the rise with the rapid progress of Large Language Models (LLMs). However, the absence of a company-specific dedicated knowledge base is a major barrier to the integration of conversational AI systems in contact centers. To this end, we introduce AI Knowledge Assist, a system that extracts knowledge in the form of question-answer (QA) pairs from historical customer‐agent conversations to automatically build a knowledge base. Fine‐tuning a lightweight LLM on internal data demonstrates state-of-the-art performance, outperforming larger closed-source LLMs. More specifically, empirical evaluation on 20 companies demonstrates that the proposed AI Knowledge Assist system that leverages the LLaMA-3.1-8B model eliminates the cold‐start gap in contact centers by achieving above 90% accuracy in answering information‐seeking questions. This enables immediate deployment of RAG-powered chatbots.