Catching One in Five: LLM-as-Judge Blind Spots in Production Multi-Turn Transaction Agents
A study of a deployed food-and-beverage ordering chatbot reveals that LLM-based quality judges catch fewer than 25% of genuine defects, missing systematic failures in state-tracking and multi-turn consistency while excelling only at single-turn issues. The research demonstrates that automated evaluation metrics are fundamentally insufficient for production multi-agent systems and should not replace human review.