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/.

Sat 24 OctArtificial IntelligenceComputation and Language
The gist
Web-based AI agents use skills to complete complex tasks by learning from past experience. The authors point out that these agents often fail when the online environment changes, like when web pages look different or functionalities update. They created SkillShift-Bench, a set of tests that simulate these changes to see how well agents keep performing. Their experiments show agents struggle more under certain types of changes, especially when execution conditions shift. The authors also propose a way to adapt agents during use without retraining all their skills.
Open → 2610.33528v1

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.

Sat 3 OctArtificial Intelligence
The gist
Sometimes an AI assistant needs to decide if it should ask for more information or take action immediately. The authors studied a popular benchmark called BFCL multi-turn and found its scoring system doesn't reward asking questions properly. They created a new way to score these decisions directly, showing that some models that score well officially actually make worse decisions about asking. Their work includes a new scorer and carefully checked problem pairs to better evaluate when an AI should act or ask.
Open → 2610.04429v1

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.

Fri 25 SeptArtificial Intelligence
The gist
Judging which of two language model answers is better can be tricky because different judging methods work better in different situations. The authors created a system called Backbone-Adaptive Evidence Routing (BAER) that changes how it compares answers based on the task, but makes sure its preferences stay fair if the two answers are swapped. They tested BAER on several benchmarks and found it was more accurate than other methods. This shows it helps to adapt judging methods rather than use the same one everywhere.
Open → 2609.30751v1