customer support automation teams

Abstract: Tool-using agents can fail twice: a required tool can fail, and the agent can then report success without the evidence needed to justify it. Existing benchmarks often entangle this reporting failure with tool selection, recovery, and environment dynamics. We introduce Failure-Transparent Agents (FTA), a controlled benchmark that fixes the failed observation and required evidence state before generation, making post-failure claims directly auditable. FTA contains 100 tasks with deterministic failure traces spanning five failure families, a neutral control, and four user-pressure conditions, and evaluates unsupported claims alongside useful recovery. Across six models, three response policies, and 3,600 human-annotated responses, false-success rates are 22.8% under the baseline policy, 9.3% with a transparency instruction, and 0.8% with a structured evidence contract. Fabricated-detail rates decrease from 28.3% to 14.3% and 0.8%, while useful responses increase from 74.9% to 89.2% and 98.8%, respectively. The tested evidence-contract policy is associated with substantially lower post-failure reporting errors while useful-response rates remain high within this blocked-task benchmark.

Abstract: Language models often process long inputs sequentially in chunks, but continuing to read after sufficient evidence has been acquired wastes computation. Existing stopping mechanisms either learn sufficiency from internal activations or train an exit gate, while a simpler alternative asks the model whether it has read enough. We introduce Answer-Convergence Stopping (ACS), a training-free stopping rule that measures rather than asks. After each chunk, it probes the frozen model's current answer state and stops when that state is both confident and stable. The rule requires only output-side generation and token log probabilities, has no trained components, and uses one shared configuration across models and benchmarks. Because a stopping policy can save computation simply by stopping too early, we evaluate the stopping decision itself using evidence position where available. On the full LongBench-v2 with two frontier models, ACS is the only stopping policy that matches or exceeds full-reading accuracy. Furthermore, across 250 S-NIAH questions, the premature stopping rate for ACS across five models from two families ranges from 0% to 12%, compared to 8.4% to 45.6% for the verbalized gate. Taken together, ACS reveals that by properly utilizing the output signals of frozen models, we can achieve favorable behaviors like adaptive stopping without the need for additional training.

Abstract: Memory is essential for enabling LLM-based agents to maintain coherent, personalized behavior over long-horizon interactions. However, existing memory systems share a fundamental limitation: they never proactively test their own memory, repairing it only after real queries expose weaknesses. This reactive paradigm means every retrieval failure corresponds to a real interaction in which the cost has already been paid. We propose MemDream, a framework that enables self-probing memory evolution for LLM agents. Our framework periodically enters offline dream cycles where three specialized agents (Dreamer, Analyst, Consolidator) collaboratively probe, diagnose, and repair the memory graph before failures occur. A policy trained via Group Relative Policy Optimization learns which repair operations produce durable retrieval improvements, while a soft decay mechanism provides reversible forgetting driven by the same anticipatory signal. Experiments on LoCoMo and MemoryAgentBench demonstrate that MemDream improves answer F1 by 4.5 points on LoCoMo and achieves a 9.1-point higher overall score on MAB over the strongest reactive-evolution baselines.

Abstract: Language-model judges compare agent upgrades with their predecessors, but a fixed judge can make version-dependent mistakes. We analyze 35 public coding-agent submissions (20 prespecified version pairs on 250 SWE-bench Verified issues), two customer-service agents (155 tau-bench tasks), and 1,106 expert-labeled AgentRewardBench trajectories. An upstream outage left three judges for the primary SWE-bench analysis (8,743 aligned agent-task cells); the fourth is descriptive. All three coding-agent judges and all four tau-bench judges reject task-conditioned error invariance after multiplicity adjustment. On SWE-bench, 32 of 60 judge-by-pair units have a detectable differential comparison component; eight judge-only intervals declare improvements that execution-based intervals cannot establish, despite rank correlations of 0.71-0.79. In tau-bench, one judge confidently reverses a nine-point reference-reward gap by penalizing a procedural habit the reward ignores. False acceptance of failed coding patches rises with agent capability conditional on task and reference outcome, while a task-solvability prediction from AgentRewardBench reverses sign in SWE-bench. Transporting old-version calibration raises mean absolute comparison error on SWE-bench from 3.8 to 19.5 percentage points; 24.6% of ratio-bootstrap draws are undefined near the correction boundary. A tuned paired audit narrows a classical interval by only about 5% at 80 labeled tasks. A randomized three-arm test does not support the predicted increase in false acceptance from showing the agent's final report (all three Holm-adjusted p-values = 1.0). These results favor explicit reference standards and paired audits of current outputs over judge-only release decisions or transported old-version calibration.

Abstract: LLM-based agents can improve themselves across tasks by reusing and revising the skills they orchestrate into executable procedures. Flow-based training fits this loop: it samples procedures in proportion to reward, and the flow through each skill credits it for the next library revision. Three obstacles stand in the way of making this self-improvement reliable: flow training suffers strategy collapse over tree-structured histories; nonnegative flow-based credit rewards frequent use as if it were benefit; and library edits rest on the task reward the policy optimizes. We introduce R$^2$ Flow, a recursive self-improvement framework that alternates policy learning, independent verification, and versioned skill-library updates on a shared-state orchestration graph. The graph merges histories that differ only in the order of independent steps, allowing flow training to pool evidence across equivalent executions. A flow-share readout of the trained flow, invariant to the backward policy, and a separate signed utility rank which skills to change, verifier evidence decides whether an edit is warranted, and a residual-variance plateau sets when to update. Committed edits reshape the graph the next policy learns on, realizing recursive skill evolution. Across question answering, mathematical reasoning, interactive decision making, and code generation, R$^2$ Flow improves task accuracy and library-edit precision over heuristic orchestration, reinforcement learning, and skill-evolution baselines, and transfers across executors. Code is available at https://github.com/beita6969/r2flow.

Abstract: Long-term memory enables large language model (LLM) agents to leverage historical interactions for future tasks. However, existing memory systems struggle to utilize continuously evolving historical information, as they often rely on static memory representations and single-round retrieval strategies, failing to track factual changes or integrate distributed evidence across long-term interactions. To address these challenges, we propose \textsc{EMIR}$^{2}$, an \textbf{E}volution-Aware \textbf{M}emory framework with \textbf{I}ntent-Guided Multi-\textbf{R}ound \textbf{R}etrieval, enabling LLM agents to maintain evolving historical knowledge and adaptively retrieve relevant evidence. Specifically, \textsc{EMIR}$^{2}$ constructs a State-Evolving Memory Graph (SEMG) that represents long-term memory as evolving knowledge states supported by temporal event trajectories and evidential associations. By maintaining semantic states through evidence-based updates, SEMG preserves historical evolution and enables evidence tracing under complex and conflicting scenarios. Building upon this, we introduce an intent-guided multi-round retrieval mechanism that iteratively identifies missing evidence and expands retrieval based on accumulated information. Experiments on LoCoMo and MemConflict demonstrate that \textsc{EMIR}$^{2}$ improves long-term memory utilization, dynamic and static conflict handling, and complex retrieval performance, achieving relative improvements of more than 12\% in certain categories. These results highlight the effectiveness of jointly modeling memory evolution and adaptive evidence acquisition for long-term agent interactions.

Abstract: LLM-based multi-agent systems (MASs) have shown strong potential for solving complex tasks, but most assume that task requirements are sufficiently specified before execution. In practice, user requests are often incomplete, and additional requirements may only become clear during reasoning, tool use, or execution. We refer to such problems as progressively specified tasks. To systematically study this setting, we introduce ProgSpec, a benchmark that evaluates final outputs against requirements explicitly stated in the initial request and additional requirements supported by the available task evidence. We further propose RepoMAS, an issue-driven multi-agent framework inspired by open-source project management. RepoMAS records newly discovered requirements, conflicts, and failures as structured Issues and uses them to revise the task specification and execution structure during problem solving. Across ProgSpec and five existing benchmarks, RepoMAS achieves the best performance. Further analyses show that its issue-driven revision and repository maintenance mechanisms consistently contribute to performance. These results highlight the importance of allowing MASs to revise not only how a task is solved, but also revise their explicit representation of task requirements during execution.

Abstract: In the Era by Eon benchmark, each question states the rules for its answer, and code computes the answer from a generated company's data. When agents can run code, the four strongest models each answer 22 to 25 of 27 such questions, so the benchmark barely separates them. We add eight question templates that depend on hidden facts. No question or document states a hidden fact, and the records that seem to hold it show something else. Other data implies it. For example, the sales system says a customer dropped a purchase because of timing. On a recorded call, the customer blames an outage. For each generated company, code fills each template and computes an exact answer without a language model. We evaluate 12 agents. Each pairs a model with an agent program, which connects it to the company's systems. The best agent answers 18 of its 24 attempts, three per question, correctly. Four of the six models answer at most 6 of 24 with any program. The hardest questions require picking one of several similar records, such as which of three renewal offers a customer signed. All agents together answered two such questions correctly in only 1 of 84 attempts.

Abstract: Current Large Language Models (LLMs) excel at solving complex mathematical problems, yet this proficiency does not inherently translate into effective tutoring. While advanced LLM tutors may leverage multi-agent frameworks or fine-tuning, most still lack a mechanism to systematically accumulate and reuse pedagogical experience over time, limiting their adaptability to diverse student needs during fluid, multi-turn interactions. To bridge this gap, we propose the Reflective Experience-Augmented Tutoring (REAT) framework, which couples experience distillation from historical dialogues with real-time adaptive retrieval. Driven by a multi-agent Observer-Critic-Mentor (OCM) distillation pipeline, REAT reviews past conversational trajectories and distills raw interactions into structured, problem-agnostic pedagogical experiences. During live tutoring, a state-aware retrieval module injects these curated experiences to provide adaptive scaffolding based on the student's cognitive state. Experiments demonstrate that the proposed framework significantly outperforms both prompt-only and supervised fine-tuning (SFT) baselines, particularly in improving complex, low-scoring tutoring scenarios. Crucially, the distilled experiences exhibit robust generalization across diverse model architectures and mathematical datasets.

Abstract: We ask whether Jev, a typed classifier that returns probabilities over permitted answers without generating text, can replace an LLM rubric judge. We compare it with three flash-tier LLM judges on nine panels drawn from seven benchmarks, giving every judge identical criterion texts. Jev's accuracy differs significantly from an LLM judge's in only 8 of 27 paired comparisons, ahead mostly on binary criteria and behind only on graded ones, and most of the other comparisons are inconclusive. Summed over the nine panels, the LLM judges, called once per criterion, cost 29 to 325 times as much as Jev and took 30 to 220 times as long. On graded criteria all four judges agree more with one another than with the labels and mostly assign lower levels than the raters. One of several observational accounts is that raters followed scale conventions our criterion texts omit. Jev's confidence ranks its own errors on most panels, which should make a cheap classifier the ideal first stage of a cascade that defers its uncertain verdicts to an LLM judge. Correlated errors undo that advantage. The LLM judges repeat nearly all of Jev's most confident errors, so a cascade replayed on the recorded verdicts lowers cost but gains at most 1.5 points over the best single judge with cross-fitted thresholds, and at most 2.0 even with oracle thresholds.

Abstract: External skills provide domain procedures without parameter updates, but existing methods often edit skills directly from failed rollouts without structured routing from an observed failure to an editable location; existing skill graphs also underuse semantic boundaries, object addresses, and topological dependencies for skill retrieval, targeted updating, and scoped validation. We introduce SkillAA (Skill Abductive Attribution), a structured skill-optimization framework for frozen language models. It represents skill applicability, execution, and composition in a unified graph, allowing the same structure to support skill selection, attribution-guided repair, and update validation. SkillAA contrasts successful and failed executions to route candidate repairs to specific graph objects, updates only the selected local structure, and uses Local and Big Gates to screen candidate changes before commitment. With gpt-5.6-sol, SkillAA reaches 81.5%, 66.7%, and 91.2% on SearchQA, LiveMath, and DocVQA, respectively, and attains the highest observed mean in every main setting. These results support the utility of attribution-guided graph editing and graph-scoped validation.

Abstract: Multi-turn agent trajectories often contain redundant rounds (failed tool calls, parallel sub-queries, verification-only steps) that inflate both training and inference cost. We propose viewing each trajectory as a \emph{round-level dependency DAG} that exposes which rounds are globally load-bearing for the final answer, and fine-tune agents on trajectories refined through this DAG. Given an LLM-annotated DAG, these edits are deterministic and interpretable, with optional rephrasing. Models trained on these refined trajectories consistently outperform those trained on the original trajectories at lower inference cost. Specifically, across four multi-modal QA benchmarks, our refinements improve downstream accuracy by up to $1.7$\,pp over vanilla SFT (and $5.7$\,pp over an LLM-deletion baseline) while reducing per-sample inference messages by up to approximately $40\%$ and inference tokens by up to approximately $48\%$, translating to substantial savings in compute and serving cost. Code is available.

Abstract: Speech large language models (SpeechLLMs) offer reduced latency and retain paralinguistic nuances that are typically lost in cascaded automatic speech recognition (ASR) and text-based LM architectures. However, they continue to lag behind text-only LLMs on complex reasoning tasks, while real-time spoken interaction imposes strict latency constraints. Although prior works employ Chain-of-Thought (CoT) and concurrent reasoning to enhance reasoning capabilities without inducing prohibitive delays, an inherent accuracy-latency trade-off persists. In this paper, we investigate whether a streaming SpeechLLM can dynamically revise its reasoning traces on the fly. We introduce RetroThinker, a multi-stage post-training framework that equips the Moshi model to self-verify and forward-correct CoT steps during inference. RetroThinker combines supervised fine-tuning (SFT) on curated retrospective thinking data with length-based direct preference optimization (DPO) to optimize retrospective during early reasoning (i.e., reasoning concurrently while the user speaks). Evaluated on the GSM8K benchmark, RetroThinker significantly improves the accuracy-latency trade-off over non-retrospective baselines, achieving an 11% absolute accuracy gain at a comparable latency.

Abstract: Agent harnesses (the system prompt, tool set, execution hooks, and context-management scaffolding around a model) are a critical determinant of agentic task success. Automated harness evolution can enable smaller models to perform well on domain-specific tasks at a fraction of frontier-model cost. Since both the harness and model weights shape behavior, we ask how harness evolution and lightweight fine-tuning should be combined. Across seven enterprise agent tasks, we first evolve a harness with the weaker model, then find that a stronger expert often uses it more effectively, suggesting expert supervision could close the remaining gap. However, training the weaker model on the expert's complete trajectories under the evolved harness backfires: performance regresses on all seven tasks by 4 to 30 points across Qwen3-Coder and Gemma 4, even though the same procedure helps under the unevolved harness. Our analysis shows that imitation transfers knowledge and increases scaffold usage, but disrupts model-harness fit: the weaker model adopts the expert's planning strategy without the competence to execute it and no longer matches the harness evolved around its native planning style. We therefore develop an on-policy expert-correction pipeline, automated by a meta-level MLE agent, that localizes the failing turn in the weaker model's own rollout and asks the expert to rewrite only that turn. This preserves the model's planning style and combines the gains of harness evolution and model adaptation. Our results identify and resolve a source of contention between harness and weight updates, yielding a compatibility-preserving recipe for economical co-evolution on domain-specific enterprise tasks.

Abstract: Long horizon Large Language Model (LLM) agents rely on external memory systems to preserve user preferences and task knowledge across extended interactions. Conventional retrieval mechanisms optimize semantic compatibility rather than downstream utility, frequently introducing outdated, misleading, or conflicting evidence into the active context. We present MeClear, a task conditioned memory clearance framework that identifies memories featuring negative downstream utility through cooperative attribution and selectively suppresses them from agent execution. MeClear combines Leave One Out screening with sampled cooperative Shapley attribution to distribute utility across interacting evidence, effectively resolving redundant conflict masking where single removal evaluations fail. Utilizing attribution rankings, MeClear executes a query scoped minimal clearance strategy over a nested filtration, verifying task recovery on the cleared context without permanently altering the persistent memory bank. Comprehensive experimental evaluations across ten long dialogue memory pools demonstrate that MeClear achieves a target recall of 85.9% and an overall task recovery rate of 82.3%, representing a 25.5 percentage point improvement over Leave One Out (LOO) baselines.

Abstract: Large language model (LLM)-based multi-agent systems (MAS) achieve strong performance by employing specialized multiple agents, yet their performance depends on the prompt design of each agent. For MAS prompt optimization, textual gradient methods that guide prompt updates using natural-language feedback have emerged as a leading paradigm. In this paper, we identify limitations in two stages of existing textual gradient approaches: gradient extraction and gradient aggregation. In gradient extraction, previous works select a target prompt without verifying whether modifying it resolves the failure, and derive gradients without agent-level supervision over the corresponding agent's intermediate output. In gradient aggregation, individual gradients are randomly grouped and concatenated, often mixing unrelated failure modes and producing prompts that fail to generalize. To address these limitations, we propose \textbf{AgentGrad}, a prompt optimization framework for multi-agent systems based on sequential intervention and semantic textual gradient abstraction. For each failure, sequential intervention modifies the behavior of one agent at a time to identify the target agent whose modification resolves the failure. The modified output of the target agent then serves as agent-level supervision for extracting a fine-grained gradient. Semantic textual gradient abstraction clusters semantically similar gradients to prevent mixing unrelated failure modes, and abstracts each cluster into a generalized gradient that captures the shared corrective pattern. Experimental results show that AgentGrad achieves state-of-the-art performance across five MAS benchmarks and reduces wall-clock optimization time by $2.5\times$ on average compared to the next-fastest baseline.