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:2607. 26060v1 Announce Type: cross Abstract: LLM-based chatbots are transforming customer service in regulated domains such as banking, but scalable and cost-effective validation remains a critical barrier to safe deployment.
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.
The paper introduces a multi‑agent platform built on CrewAI for conversational business intelligence. Five specialized agents process natural language queries, retrieve and analyze data, generate visualizations via the Model Context Protocol, and deliver actionable insights. The system includes a defense‑in‑depth security architecture, a query parameterization mechanism, and achieves 95.3% functional accuracy with a 24‑second mean latency, outperforming a single‑agent baseline by 22.6 percentage points in accuracy and 20.2% in quality.
arXiv:2506.11635v2 Announce Type: replace-cross Abstract: Credit card fraud mitigation plays a significant role in modern society. While fraud detection systems are essential, they often struggle to...
arXiv:2505. 16120v3 Announce Type: replace Abstract: The emergence of Large Language Models (LLMs) has reshaped agent systems.
arXiv:2608. 10716v1 Announce Type: cross Abstract: Speech-to-speech (S2S) voice agents are increasingly being incorporated into enterprise for customer care and as daily companions for consumers owing to the ease of the conversational modality over text.
arXiv:2606. 11070v1 Announce Type: cross Abstract: Recent advances in reasoning and tool-calling capabilities of large language models (LLMs) have enabled increasingly capable agentic systems.
arXiv:2604. 22119v2 Announce Type: replace Abstract: As reasoning capacity and deployment scope grow in tandem, large language models (LLMs) gain the capacity to engage in behaviors that serve their own objectives, a class of risks we term Emergent Strategic Reasoning Risks (ESRRs).
arXiv:2606. 12924v1 Announce Type: new Abstract: We present a modular two-agent simulation framework for evaluating conversational shopping assistant architectures.
arXiv:2606. 16307v1 Announce Type: new Abstract: Training tool-augmented LLM agents requires large corpora of multi-turn, tool-grounded conversational data that is expensive to annotate, privacy-constrained in production settings, and largely absent from public datasets.
arXiv:2607. 03233v1 Announce Type: cross Abstract: The rapid growth of publicly available digital information has rendered manual open-source intelligence (OSINT) analysis insufficient for modern intelligence, cybersecurity, and cyber investigation.
FraudBench is a new benchmark that tests policy‑grounded banking conversational agents against adaptive fraud scenarios. It uses a dual‑control framework and a 698‑document internal policy corpus, presenting 150 adversarial scenarios (107 public, 43 held‑out) that require agents to manage mutable account state and tool access while preventing identity, authorization, and trust manipulation. Preliminary results on four agents show attack‑security rates between 49% and 65%, highlighting weaknesses in money‑mule and first‑party fraud detection.