Papers for
customer support centers
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.
LLM learns to facilitate group tasks with less friction and more comfort
Learning to GUIDE the Group: Self-Learning LLM Facilitation Across Multi-Party Tasks
Abstract: As large language models are increasingly adopted as multi-party communication facilitators, there is a growing demand for agents capable of balancing diverse group dynamics across contexts. However, existing LLM facilitators are often fine-tuned for task-specific objectives; generalized LLM-based facilitation methods that can adapt to different types of tasks and diverse group dynamics are underdeveloped. To address this gap, we present GUIDE (Generalized Unified Intervention for Dynamic Exchanges, a framework for developing generalized LLM-based facilitators across different multi-party contexts. GUIDE evaluates facilitation across both objective task outcomes and subjective metrics, including psychological safety and perceived friction. Within this framework, we study whether LLMs can self-learn generalized facilitation strategy offline to real-time interventions. We first collect multi-party human interactions guided by task-specific expert LLM facilitators (N=432 conversations). We then employ a self-learning method in which an LLM induces an actionable strategic playbook from conversations and iteratively refines it using feedback from an LLM judge aligned with human annotators (N=20), developing a single generalized facilitator that outperforms the three task-specific expert facilitators on held-out conversations 61.4% win rate. Finally, we evaluate these improvements empirically; in a real-time online empirical study, the self-learned generalized facilitator preserves facilitator performance and group productivity, improves speaking comfort and reduces interpersonal friction, while using 24.7% fewer turns and 29.0% fewer words than the expert prompts. These findings provide empirical evidence that LLMs can learn generalizable, task-agnostic social facilitation from task-specific human interactions, on-par with hand-crafted task-specific prompts across diverse group settings.
Multi agent systems improve collaboration by limiting role overstepping
Mind Your Own Role: Reducing Role Overstepping for Effective and Efficient Multi-Agent Collaboration via Dynamic Role Activation Steering
Abstract: Multi-Agent Systems (MAS) have shown strong capability in solving complex tasks by assigning different agents specialized roles and corresponding subtasks. However, agents may overstep their assigned responsibilities and perform subtasks belonging to other roles, which can disrupt workflow, reduce system efficiency, and degrade task performance. To address this issue, we investigate role-related patterns in the model's internal activation space and uncover two key observations: (i) role instructions induce consistent directional shifts in activation space, and (ii) role-adherent and role-overstepping trajectories exhibit distinct activation patterns. Based on these observations, we propose Dynamic Role Activation Steering (DRAS), a lightweight and effective inference-time activation intervention approach to reduce role overstepping in multi-agent collaboration. Specifically, DRAS constructs a role steering vector and a lightweight role-overstepping detector for each role. During LLM generation, the detector estimates the probability of role overstepping from the current activation state, and DRAS dynamically adjusts the steering strength accordingly to guide the agent toward its assigned responsibilities. Experimental results show that DRAS effectively reduces the number of role-overstepping trajectories by up to 86.6% compared with Vanilla MAS, thereby improving task quality score by 10.0%--11.1%, achieving a 1.50$\times$--1.61$\times$ task-completion speedup, and reducing token consumption by 26.8%--38.7%.
Multi-agent systems evolve workflows to reduce redundant computation
Inherit-MAS: Test-Time Evolution of Multi-Agent Systems through Workflow and Execution Inheritance
Abstract: Multi-agent systems (MAS) built from large language models coordinate specialized agents to tackle complex tasks, but effective workflows are difficult to design in advance. Test-time evolution refines workflows using execution feedback, yet broad revisions can disturb useful components, while re-executing unchanged requests can incur redundant computation. Inspired by the interplay of inheritance and selection in biological evolution, we introduce Inherit-MAS, which makes inheritance explicit at the workflow and execution levels. A meta-model first synthesizes a workflow of worker agents with declared roles, communication inputs, and tool permissions, and a separately prompted judge scores each executed candidate and diagnoses its deficiencies. In ordinary refinement rounds, \emph{workflow inheritance} starts from the latest completed candidate, may discard removable nodes judged unhelpful, and applies a validated edit to address the diagnosed deficiency. When the new candidate executes, \emph{execution inheritance} inherits eligible stored results only if the complete resolved request and execution context match, avoiding redundant model and tool calls. With GPT-4o-mini workers, Inherit-MAS achieves 55.4\% completion on WorkBench and 49.7\% joint F1 on HotpotQA FullWiki, outperforming EvoAgent, EvoMAS, and TacoMAS. With Qwen3-32B workers, it also exceeds these evolving-MAS baselines on both benchmarks. Compared with rerunning the same controller with execution inheritance disabled, execution inheritance reduces worker-token usage by 29.1\% on WorkBench and 34.6\% on HotpotQA, and total token usage by 5.3\% and 18.1\%.
Selectively sharing information improves human decisions under budget constraints
Should I stay or should I show? Learning to selectively disclose information
Abstract: In many high-stakes settings, human decision-makers can acquire support information before making a decision. However, acquiring information is costly, and disclosure may fail to improve human decisions or may even impair them. We tackle this problem by studying selective disclosure, i.e., the problem of learning when to reveal support information to a human decision-maker under a budget constraint. We first show that the optimal policy is a threshold rule on the Value of Information (VoI), i.e., the expected reduction in human decision risk induced by disclosure. Since VoI is unknown in practice, we estimate the regime-specific human risks and bound the possible degradation of the resulting plug-in policy relative to lack of disclosure, as well as its regret relative to the optimal policy. Experiments on benchmark datasets show that selective disclosure outperforms both no disclosure and full disclosure, regardless of whether the support information is beneficial or harmful. Two user studies show that human-AI team performance can improve when disclosure is led by our learned policy and not human-selected, although this advantage varies across tasks. A counterfactual benchmark, which replaces participants' predictions with a machine-learning prediction when disclosure occurs, suggests that these differences might depend on lower adherence to advice when the information is automatically provided rather than self-requested.
Full duplex voice agents adapt speech while others talk
Continue, Adapt, or Yield: In-Turn Adaptation to Overlapping Speech in Full-Duplex Agents
Abstract: Full-duplex evaluation often emphasizes whether an agent keeps speaking or stops. That binary cannot express a third response humans use routinely: continuing to speak while incorporating what the listener just contributed. The contribution may be a missing word, a correction or a clarification. We introduce Duplex Cue, an evaluation of this \emph{in-turn adaptation} in full-duplex voice agents. Duplex Cue separates listener intent (backchannel, collaboration, or interruption) from speaker behavior: continuing unchanged, adapting within the turn, or yielding. Adaptation includes acknowledgment as well as content revision. In a single-model case study using 300 human-confirmed cues from unscripted English conversations, we compare recorded human responses with PersonaPlex continuations generated while replaying the listener's audio. We retain 208 pairs with the ongoing speaker active at cue onset and a scorable response in each condition. On the 66 collaborative pairs, recorded speakers adapt in 68.2\% of cases, compared with 34.8\% for PersonaPlex. The model otherwise continues unchanged (42.4\%) or yields (22.7\%). These findings show why evaluating natural voice interaction requires measuring how an agent responds to a listener's contribution as well as whether it keeps speaking.
Deep learning powers faster bug report sorting and assignment
Deep Learning-based Bug Triage System
Abstract: Effective bug triage is crucial for streamlining the software development lifecycle by accurately categorizing and assigning reported software defects. In this paper, we propose an automated bug triage system built upon the pre-trained RoBERTa-base transformer architecture. By leveraging deep contextual representations, our approach efficiently classifies incoming bug reports to optimize assignment. Experimental evaluation demonstrates that the proposed system achieves a strong bug identification accuracy of 0.90 within just five training epochs. These findings highlight the efficiency and high performance of fine-tuned transformer models for practical software engineering automation.
LLM answer review ranking cuts wrong-answer exposure with limited checks
Risk Is Not Review Value: Wrong-Answer Exposure Under Bounded Review Budgets
Abstract: LLM assistants often produce more answers than humans can review before users see them. Most evaluations ask whether an answer is wrong, unsupported, or low-confidence. Bounded review budgets instead ask which answers should be checked first under a fixed review budget. Risk alone is not enough: a high-risk answer may be hard to repair, while a moderately risky answer may be directly correctable from available evidence. For generated-answer evaluation, we model review prioritization as exposure reduction, where review value combines estimated wrongness, intervention affordance, impact, and cost. We evaluate review queues with Wrong-Answer Exposure Ratio (WAER), the fraction of wrong answers left unreviewed, and post-repair residual exposure (PRRE), the fraction still exposed after deterministic benchmark-supported repairs. PRRE uses repairability rules that do not numerically reuse the affordance scores used for ranking. On a 720-item TAT-QA/SciFact stress benchmark, review-value ranking keeps answer-level WAER nearly unchanged at 20% budget (0.605 vs. 0.600) but lowers PRRE from 0.881 to 0.716. These results show that trustworthy LLM evaluation should measure not only error detection, but also how limited review capacity reduces exposed wrong answers.