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.
arXiv:2607. 01426v1 Announce Type: new Abstract: Autonomous customer-service agents are shifting from conversational interfaces toward operational execution roles: they retrieve firm records, apply service policies, and execute backend writes such as refunds, cancellations, exchanges, order modifications, and reservation changes.
The paper evaluates three approaches for emotion recognition in conversation— a low‑cost stacked ensemble, an off‑the‑shelf LLM prompt, and a confidence‑gated hybrid that escalates only uncertain ensemble predictions to the LLM. Across three datasets (IEMOCAP, MELD, CMU‑MOSI), the hybrid consistently outperforms each pure system, achieving higher weighted F1 scores while routing most traffic through the inexpensive ensemble. This results in significant cost savings (≈$10‑85 per million utterances) and provides an interpretable escalation signal tied to emotion or sentiment shifts.
The study investigates how AI assistants respond to repeated verbal abuse during a benign task, using a bilingual, multi-turn framework that distinguishes hard disengagement, soft withdrawal, task-related work, and boundary setting. Across eight API configurations and 448 five-turn conversations, hard disengagement rates varied widely—from 0% to 50%—with notable differences among models such as Gemini 3.1 Pro, GPT‑5.6 Sol, and Claude Fable 5. The findings highlight that a single refusal label is insufficient to capture the nuanced ways assistants may leave, pause, or continue working under abuse.
arXiv:2606. 11520v1 Announce Type: cross Abstract: Training capable OS agents requires data that simultaneously captures structured user intents, multi-turn task delegation, and grounded tool execution--properties absent from existing datasets.
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.
Emotion recognition in conversation (ERC) is a production capability behind agent-assist prompts, escalation routing, and post-call analytics in contact-center-as-a-service (CCaaS) platforms, where co...
DuplexSpeechBench-IFEval (DSB-IFEval) is a new benchmark that evaluates how full‑duplex voice agents follow implicit instructions during real‑time spoken interaction. It contains 1,038 test cases across eight assistant roles and tests five conditioning protocols, measuring floor management with an Instruction Adherence Score (IAS) and persona consistency with a Persona Adherence Score (PAS). Experiments on six speech systems reveal architecture‑dependent trade‑offs, showing that some models are more sensitive to explicit versus persona‑only instructions and that even when following conflicting directives, they struggle to override them under safety conflict.
arXiv:2609.27606v1 Announce Type: new Abstract: We introduce State-Grounded Conditioning (SGC), a design principle for user-facing LLM agents that must condition on live user state (game state, sessi...
arXiv:2606. 19595v1 Announce Type: cross Abstract: Voice agents deployed in structured workflows (customer service, healthcare scheduling, account management) must handle frequent user interruptions while maintaining progress through multi-step procedures.
arXiv:2608. 00881v1 Announce Type: new Abstract: Large language model agents increasingly act through stateful tools, yet model generation and environment execution remain serialized at every step.
The paper reports that agent evaluations often show a tool‑call rate of zero even when the model emits valid calls, because the interface censors the trajectory before downstream components see it. Experiments on BFCL v4 and tau‑bench demonstrate that swapping the serving adapter can change the observed call rate from 0.00 to 0.96/0.19 or from 0 to 636 calls, indicating that the interface—not the model—causes the discrepancy. A 98‑line preflight check is released to detect such silent failures, highlighting that tool‑call rates depend on the model‑interface stack rather than the model alone.
Translating natural-language planning intent into verified plans is a longstanding challenge: people communicate goals in language, while classical planners require formal PDDL specifications. Recent agentic frameworks bridge this gap by orchestrating a pool of specialized repair agents inside a verifier-checked refinement loop, but the orchestrator at the centre is itself a prompted frontier LLM, paying a frontier-LLM API call at every refinement step.