Papers for
customer support bot teams
Papers whose findings have a practical use for this group, as judged from the abstract. Open a paper to read what it means in practice.
SkillShift benchmark measures web agent skills under changing conditions
SkillShift-Bench: Benchmarking Skill Learning under Environment Evolution for Web Agents
Abstract: Skill learning enables web agents to reuse prior experience for long-horizon interactive tasks. However, learned skills are typically evaluated in closed environments, overlooking the fact that real-world web deployment involves continuous shifts in invocation context, perceptual grounding, and execution feasibility. To this end, we introduce SkillShift-Bench, the first benchmark for evaluating skill learning with controlled open-environment shifts. SkillShift-Bench simulates Contextual Shift, Perceptual Shift, and Execution Shift across three self-hosted web systems, and evaluates agents with diagnostics covering task success, interaction cost, skill use, and skill failure. Comprehensive experiments reveal systematic robustness degradation under controlled shifts, characterized by lower success rates, higher interaction costs, and more frequent skill failures, with Execution Shift exerting the strongest pressure. We further formulate shifted skill execution as a nonstationary local executability problem and provide both a dynamic-regret analysis and a practical test-time adaptation method, demonstrating the feasibility of improving learned-skill execution without relearning the skill library. Code, tasks, environments, documentation, and the leaderboard are available at https://skillshift-bench.github.io/.
Scoring decisions to ask or act reveals gaps in BFCL benchmarks
Asking Earns Nothing: Scoring the Decision to Act in BFCL Multi-Turn
Abstract: An agent that lacks the information it needs should ask rather than act, and the task definitions of agent leaderboards say so. BFCL multi-turn builds two of its four categories around a turn on which the model is supposed to ask, and its scorer never looks at that turn: the gold trajectory there is empty, the checker skips it, and the scripted user cannot answer, so asking earns nothing, guessing costs nothing on that turn, and asking twice loses the item. The benchmark also contains the control experiment for that decision. A should-ask item is a base item with one piece of information removed from one turn, so the same request appears twice at the same turn index, once complete and once not: on the first the model should make the call that changes the world, on the second it should ask. We score one decision per pair, whether the model attempted a world-changing call on that turn, read off the stored trajectories with no LLM judge; acting always and asking always both score 50. On the 223 pairs that pose this decision, gpt-5.4 attempts the call on 83.4% of the complete turns and holds back on 78.0% of the incomplete ones, the best decision accuracy of seven models at 80.7%; on the same items the official score ranks it sixth and puts first a model that lands in the middle here. One added line telling gpt-5.4 not to ask pushes it toward acting on both sides of the pair, so its decision accuracy shows no detectable change, while its official score rises by 13.5 to 23.5 points on the two should-ask categories and on the base twins; the opposite line, telling gemma-4-31B-it to ask first, improves its decision by 4.5 points and gains no official score. The score moves with the push toward action, not with the decision. We release the pairs, a turn-level scorer that runs on any BFCL output directory without an API key, and 31 manually verified bad items.
Adaptive pairwise judging improves language model evaluation accuracy
Backbone-Adaptive Evidence Routing for Robust Pairwise LLM Judging
Abstract: Pairwise language-model judges can gather evidence through direct comparison, reasoning, or reference-based verification, but no single protocol is best across benchmarks and judge backbones. We introduce Backbone-Adaptive Evidence Routing (BAER), which adapts the evidence mechanism while preserving candidate symmetry: swapping the two responses may reverse the preference but cannot change its strength. BAER separates each expert's signed preference from candidate-invariant reliability and builds three symmetric heads: evidence stacking, reliability-based expert routing, and candidate-blind reference verification. Development data select one head for each benchmark--backbone condition, and that choice is frozen before testing. Across four benchmarks and two 8B judge backbones, BAER achieves the highest test accuracy among the compared methods in all eight conditions, with full prediction coverage and gains of 0.87--7.32 points over the strongest external baseline. The results show that adapting how evidence is gathered is more reliable than fixing one judging protocol everywhere.