customer service platform engineers

Abstract: Multi-agent systems (MAS) built from language models are deployed on the premise that collaboration beats a single-agent system (SAS), yet when it pays is unclear. The most systematic study to date gives a capability-saturation rule: coordination helps while the SAS is weak and hurts once it is strong, with the crossing near 45% single-agent accuracy. That rule was derived on autonomous benchmarks, where no user takes part. We test it where agents now work: in conversation with a user under a written policy, on $τ^2$-bench, the dual-control benchmark. On its airline, retail and telecom domains we compare the stock SAS with a centralized MAS built from the same model for six models from three families, over about 7,950 simulated conversations, with one completion-token ledger per episode per system. The study was pre-registered with a public change log; the MAS is reported as built, with one validity bar unmet (its planner never saw the tool schemas). Under a fixed simulated user no cell shows a MAS benefit: the MAS is worse in 12 of the 13 valid cells and tied in the thirteenth, and the fitted gain is negative across the observed capability range (weighted mean -28 points, 95% CI [-44, -12]). On the two cells where the rule predicts a benefit, the MAS loses by 13 and 22 points, and without a budget ceiling it at best draws level at 5.5 times the SAS's token spend. The one gain appears on the cell nearest 45%, under a second simulator. Whether the gain declines with capability is unresolved (slope -0.41, 95% CI [-1.51, +0.68]), because model-by-domain effects dominate. The MAS does not detectably reduce wrongful database writes; it converts other failures into budget exhaustion and inaction. For agents that serve people, the SAS is the default; a multi-agent design must show compute-matched evidence from the setting itself. We release all trajectories, ledgers, prompts and code.

Abstract: In long-term interactions with large language model (LLM) agents, users reveal habits through their choices and actions. These habits capture implicit user information that agents must infer across conversations. However, individual observations may provide only partial evidence about a habit or when it applies. Retaining past interactions alone does not ensure that agents can infer habits and apply them appropriately. We introduce HABIT-Bench to evaluate how well agent memory systems infer habits from weak evidence and apply them to later requests. We construct synthetic user histories from task-oriented dialogue data and controlled habit graphs. The histories span hundreds of sessions across food, finance, software, and travel. Four-choice tasks assess agents' ability to infer user habits and apply them appropriately. They include temporary exceptions, changes in habits, and suggestions that users have not accepted. Sampled tasks undergo independent human review. We evaluate eight memory methods with Qwen3-235B-A22B and GLM-5.3-Flash. The best-performing memory method achieves 33.61\% macro accuracy across the four domains. Performance remains limited even when annotated evidence is supplied directly. These results expose a persistent gap between access to past interactions and the ability to infer and appropriately use user habits.

Abstract: Modern voice assistants may be shared by multiple users and should be able to answer questions about earlier conversations such as "When did I originally plan to leave?" or adapt their behavior to individual users based on past interactions. This requires more than retrieving a topically similar passage: the assistant must identify the current speaker, recover the relevant past state, and distinguish it from later revisions. We present PERSIST, a persistent memory system for multi-session, multi-speaker spoken dialogue that explicitly models Who, What, and When. PERSIST structures cross-session histories into readable event records and retrieves them with a 3W joint scoring mechanism that combines semantic content, acoustic speaker identity, and temporal state. For real-time full-duplex interaction, PERSIST further reuses intermediate representations from the dialogue backbone, avoiding query-audio re-encoding and reducing retrieval latency from 578.42 ms to 7.03 ms. We also introduce SpokenTrace, a diagnostic benchmark that factorizes evaluation along memory tasks and speaker-query types, exposing failures in recall, speaker attribution, and temporal-state tracking. On SpokenTrace, PERSIST achieves 85.08% end-to-end task accuracy and improves all-support EM@3 from 49.01% with BGE-large to 82.10%.

Abstract: Persona prompts ask language models to answer as particular kinds of people. We test whether relationships learned from these effects predict responses to new questions and remain useful across models and prompts. Across 57 attributes, three behavioral domains, and seven pairs of open 7 to 9B checkpoints, persona effects can be predictable without being portable. Separate attribute and task gains improve prediction beyond shared scaling significantly in OLMo-3 and Qwen2.5, with the most robust evidence in OLMo-3. In that model, target refitting significantly outperforms gains borrowed from each of the other six pairs. Across model transfers, borrowed gains with one amplitude underperform shared scaling in most directions; allowing two target parameters removes the significant losses but yields no significant benefit over target shared scaling. After rewording, refitting significantly outperforms reuse with one amplitude in all six tested pairs, while changes of examples or country context often preserve reuse value. In the tested prompt transfers, regularized updates outperform both reuse strategies in median at 64 target questions per attribute. A separate survey comparison finds that selecting the more responsive checkpoint can worsen human fit; responsiveness is confounded with training status, and temperature calibration largely removes this cost but not errors in group ordering. Within the tested gain representation, apparent transfer can come from target calibration; source relationships must add predictive value beyond calibration and regularization. Code and data are available at https://github.com/thzva/persona-gain

Abstract: An agent that interacts with users over long periods must recall facts, preferences, events, and changes from a continuously growing interaction history. Existing memory systems often compress interactions into generic summaries or retrieve anonymous text chunks, making it difficult for an agent to identify the correct entity, property, and supporting evidence. We present EnSIMem, an entity-structured long-term memory architecture for an agent. During offline construction, the system organizes interactions into theme-coherent episodes and builds dialogue-grounded index entries of the form [entity][entity type][property:value]. Each entry preserves its source turns, temporal information, and available multimodal fields. During online interaction, the agent's request is decomposed into evidence requirements whose properties are aligned with the memory index. Entity-property lookup and adaptive retrieval then collect the evidence needed for point, temporal, compositional, and aggregation reasoning. The agent generates its response from the preserved source evidence rather than from lossy memory summaries. On long-term agent-memory benchmarks, EnSIMem achieves high answer accuracy while maintaining compact contexts and favorable online efficiency. These results show that entity-structured indexing and episode-level provenance provide a reliable foundation for long-term memory in agents. The code of our model is available at https://github.com/RamonMeng/EnSIMem.