The paper presents an AI‑powered triaging agent for banks that uses large language models to conduct multi‑turn conversations, ask relevant questions, and classify customer cases for accurate routing to specialist teams. The system is integrated with policy, safety guardrails, and reasoning frameworks, and its performance is evaluated using synthetic digital twins that simulate realistic, labeled dialogues based on historical data. Results show a 30.6% increase in classification accuracy and high satisfaction from subject‑matter experts, demonstrating the effectiveness of targeted probing for scalable banking operations.
By Alankar Atreya, Stefan Sylvius Wagner, Devesh Batra, Robert Hankache, Cristovao Iglesias Jr, Patrick Sinclair, Giulio Pelosio, Michael McMillan, Greig A. Cowan, Raad Khraishi
arXiv:2607. 12085v1 Announce Type: new Abstract: Evaluating retail conversational agents requires methods beyond lexical-overlap metrics to assess intent alignment, factuality, helpfulness, clarity, tone, and overall response quality.
By Niranjan Kumar M, Balaji Nagarajan, Karthik Nair, Faysal Satter, Nithin Surendran
The paper introduces a three-tier persona vector to generate diverse, realistic user inputs for evaluating tool-augmented LLM agents. The vector includes 23 dimensions: categorical demographics, continuous behavioral traits, and continuous emotional states, plus a query-complexity overlay. Experiments on 64,698 conversations show that these persona dimensions produce measurable differences in agent performance and realistic scenario-reactive behavior.
The paper introduces a three-tier persona vector for user simulation in evaluating LLM agents, comprising 23 dimensions across demographics, behavioral traits, and emotional states, plus a query-complexity overlay. It demonstrates that these nuanced personas generate diverse, scenario-reactive conversations, leading to significant variations in agent goal achievement and compliance across different contexts. The model’s design allows for reproducible, auditable user behavior patterns without relying on learned covariance matrices.
By Rahul Khedar, Eshita, Sneha Teja Sree Reddy Thondapu, Mayank Malhotra, Arup Kumar Das, Jitesh Chandra Mishra, Arun Menon, Avinash Karn, Mouli V
The paper examines whether fine‑tuning large language models (LLMs) with personality‑labelled data improves their ability to act as socially interactive agents. Two small open‑weight LLMs were fine‑tuned on a corpus of personality‑labelled social media posts and dialogues, and the resulting models were evaluated in various social interaction scenarios by independent LLM judges. The findings show that the fine‑tuned models do not outperform their baseline counterparts in role‑playing personalities, though they offer comparable text quality and increased linguistic diversity for the Qwen models; low inter‑rater agreement limits confidence in the results, suggesting future work should focus on training data quality and domain alignment.
By Tim Krabbe, Xiaodan Shi
arXiv:2601. 02813v3 Announce Type: replace Abstract: Aligning language models to qualitative behavioral traits, such as human-likeness, remains difficult because they are hard to define, measure, and optimize.
By Masum Hasan, Junjie Zhao, Ehsan Hoque
arXiv:2609.22255v1 Announce Type: new
Abstract: Existing approaches to persona simulation with Large Language Models (LLMs) mostly rely on shallow character descriptions that fail to sustain coherent...
By Rotem Dror, Zohar Elyoseph, Yuval Haber, Elad Refoua, Oshrat Ayalon, Adir Solomon
arXiv:2608. 04205v1 Announce Type: new Abstract: Human evaluation of AI systems and digital products is costly, slow, and difficult to scale.
By Xiaomin Li, Yuexing Hao, Jianheng Hou, Jintao Huang, Qianfeng Wen, Shirley Huang, Yifan Liu, Xiaoyi Liu, Yilan Fan, Yijun Wang, Koutian Wu, Ruoqi Gao, Muhammad Ahmed Mohsin, Jing Tang, Brihi Joshi, Heming Liu, Zheyuan Deng, Zonglin Di, Sankalp Jajee, Jiuyao Lu, Zhiwei Zhang, Saksham Kapoor, Ishan Gupta, Yunhan Zhao, Chanwoo Park, Yucheng Lu, Bing Hu, Weihang Xiao, Aravind Mohan, Hanwen Xing, Runyu Zhang, Mihir Kulshreshtha, Yuanda Xu, Qianyu Zhu, Dianzhuo Wang, Yuxin Xiao, Bowen Jiang, Yongye Su, Wenhao Chai, Zuxin Liu, Lawrence Yunliang Chen, Xuandong Zhao, Ethan Ye, Shivam Patel, Jason Xie, Alex Martin Richmond, Weixiang Ding, Emre Okcular, Diya Mathew, Ziheng Wang, Rana M. Shahroz Khan, Zhejian Peng, Fang Wu, Fan Nie, Xinyang Han, Yubin Kim, Jiawei Zhang, Zhenting Qi, Huangyuan Su, Xu Pan, Abinitha Gourabathina, Hyewon Jeong, Hemanth Neelgund Ramesh, Kumail Alhamoud, Kimia Hamidieh, Zidi Xiong, Samuel Schmidgall, Pengrui Han, Yepeng Huang, Yongheng Wang, Bowen Yang, Alex Gu, Yuchu Wang, Akshay Paruchuri, Brenna Li, Hejie Cui, Jiayuan Ding, Chaosheng Dong, Jiahao Wang, Yixuan He, Chi Wang, Pamela Bhattacharya, Tianyi Peng, Paul Pu Liang, Mitchell Gordon, Yilun Du, Marinka Zitnik, James Zou, Prasanna Tambe, Philip Torr, Emily Fox, Asu Ozdaglar, Dawn Song
arXiv:2608. 03166v1 Announce Type: new Abstract: Role-Playing Language Agents (RPLAs) are increasingly deployed in high-stakes applications such as healthcare assistance, customer support, and education, where maintaining consistent personas, ethical constraints, and behavioral coherence under adversarial pressure is critical.
By Saqib Shouqi, Abdullah Nazly, Januki Wanniarachchi, Ravisha De Alwis
The paper introduces a hypothesis-driven simulation workflow that screens customer experience (CX) agents before deployment, using synthetic customers and simulated tool outputs to emulate multi-step interactions without accessing production backends. Applied to Nubank’s high-volume Card Delivery and Card Management chat-support agents, the simulation’s binary evaluator scores correlated strongly with production results, and simulation-guided iterations raised transactional net promoter score by 36.69 points in a live A/B test. Additionally, screening over 16,000 simulated conversations helped select a model that increased self‑service rate by 8.82 percentage points without harming net promoter score, demonstrating that simulation enables extensive model exploration safely.
By Edesio Alcoba, Kevin Rossell, Aman Gupta, Shao Tang, Jiwoo Hong, Pabel Carrillo-Mendoza, Wanderson Concei\c{c}\~ao Ferreira, Alvaro Tedeschi, Zayd Simjee, Shreya Rajpal, Bruno Finardi Hime, Christian Sousa, Luis Moneda, Herbert Fei, Daniel Silva, Rohan Ramanath
Conversation Coach is a voice‑first AI system that lets managers rehearse difficult workplace conversations in a realistic spoken format. It tackles low‑latency interaction, adaptive bot personalities that simulate various employee types, and personalized feedback on content and policy compliance. The authors compare an end‑to‑end speech‑to‑speech model with a cascaded approach, finding the former offers lower latency and cost, while the cascaded model provides better reasoning for coaching quality, and they deployed the cascaded architecture to 40,000+ managers over six months.
By Fanyou Wu, Suraj Maharjan, Ainur Yessenalina, Dennis Xu Chen, Rahul Srivastava, Srinivasan H. Sengamedu
arXiv:2607. 08625v1 Announce Type: new Abstract: Consumer-facing health chatbots powered by large language models (LLMs) are increasingly used for symptom assessment.
By Jo\~ao Matos, Olivia Buege, Donny Cheung, Gary S. Collins, Paula Dhiman, Nan Li, Bingyu Mao, Benjamin W. Nelson, Michail Ouroutzoglou, Paul Varghese, Jonathan Amar