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.
arXiv:2608. 09939v1 Announce Type: cross Abstract: Production teams deploying LLM chat agents face a specific quality assurance gap: existing evaluation tools test individual responses or simulate social interactions, but none systematically verify whether real users can achieve their goals through multi-turn conversation.
The paper introduces a deterministic, reproducible e‑commerce environment that pre‑commits customer and trajectory parameters, enabling a simulated consumer to attempt purchasing a target cart with the help of an evaluated model. The environment records every assistant action and state, allowing post‑trial evaluation of specific conversation components and applying penalties based on tool‑call accuracy. Using this setup, the authors benchmark eight open‑weight agents (20B–35B parameters) across 160 trials and 44 metrics, revealing nuanced performance issues such as under‑action, over‑purchase, unsupported product attributes, and poor search that are hidden by overall success rates.
arXiv:2603. 29888v2 Announce Type: replace-cross Abstract: In collaboration with Alibaba, we study how a generative AI assistant affects service performance in e-commerce after-sales operations.
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.
arXiv:2606. 12924v1 Announce Type: new Abstract: We present a modular two-agent simulation framework for evaluating conversational shopping assistant architectures.
arXiv:2608. 04205v1 Announce Type: new Abstract: Human evaluation of AI systems and digital products is costly, slow, and difficult to scale.
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.
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.
arXiv:2607. 28956v1 Announce Type: new Abstract: Large language model agents are increasingly evaluated as autonomous tool users, yet most benchmarks focus on bounded tasks with immediate success criteria.
arXiv:2512. 04123v4 Announce Type: replace-cross Abstract: LLM-based agents already operate in production across many industries, yet we lack an understanding of what technical methods make deployments successful.
The paper describes a production migration of a large-scale customer‑support conversational assistant from a single blended model to a Dynamic Response (DR) architecture. DR replaces the Qwen3‑235B‑A22B responder with a bounded ReAct orchestrator that selects typed tools and a smaller generator that writes from a validated context contract. The migration yields significant improvements: precision‑first entity selection boosts reservation selector precision from 8.3% to 89.1%, typed action IDs eliminate structured‑action hallucination, and hard‑escalation responses drop from 5.60% to 3.08%. Latency is reduced from 3.87 s to 2.24 s, GPU usage is cut by roughly one‑third, and self‑hosting cuts annual model‑serving costs by more than an order of magnitude.
The paper introduces AgentX-Model, a dual‑agent framework that links proposal development with model experimentation in industrial recommender systems. The Research Agent drafts proposals from literature and prior findings, while the Model Agent runs multi‑round experiments, returning code, metrics, and open questions. The framework iteratively selects starting implementations and formulates new research questions, organizing work into Reproduce, Follow‑up, Composition, and Diagnose actions. Across production evaluations, most experiments exceeded business baselines, with recent A/B tests showing significant gains in acquisition efficiency, advertising spend, and watch time while reducing computational cost.