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