Papers for
customer support platform developers
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.
MemSteer optimizes agent memory using questions from user histories
MemSteer: Turning User Histories into Supervision for Agent Memory Optimization
Abstract: An effective agent memory system should adapt to a user's history and task requirements. Human-annotated supervision can guide this adaptation by providing feedback for evaluating and improving memory designs. Yet suitable labels are rarely available for new user histories, and manually constructing QA pairs and supporting evidence is costly. We introduce MemSteer, which turns unlabeled user histories into question-answer (QA) supervision with supporting evidence for memory-design optimization. MemSteer constructs an evidence-grounded answer plan that specifies how facts across related records jointly support a reference answer. The plan guides question generation, while source-grounded auditing and blind answer recovery check the resulting annotations. To study the utility of this supervision, we develop MemSteer-Opt, which combines QA-based design evaluation with evidence-guided failure diagnosis to revise memory store, retrieval, and context construction without updating model parameters. Experiments on ATM-Bench and RHELM show that this supervision is competitive with official-QA-guided optimization. Relative to Base-BM25, MemSteer-Opt improves ATM-Bench Question Score by 13.4 points and RHELM accuracy by 4.1 and 6.6 points without and with external data, respectively. The supervision also benefits two existing optimizers on ATM-Bench, while new-user experiments demonstrate continued design optimization using supervision generated from the target histories.
Routed continual learning improves retention and reduces costs for AI agents
Routed Continual Learning
Abstract: Agents deployed at scale repeatedly encounter related problems, and it is natural to let them learn from each other's experience rather than starting over each time. Unfortunately, there is no single way to retain that experience that works well across settings, and no way to know in advance which future problems a given experience will help with. A global history preserves every detail but becomes expensive and mixes together experience that may not belong together; compressing that history into one fixed representation limits the cost but can throw away valuable details. We introduce Routed Continual Learning (Routed CL), an architecture that decides how to partition and retain experience. Past trajectories are grouped into clusters, each of which maintains state using one memory system from a fixed library. Before each run, an LLM-based router either reuses an existing cluster or creates a new one, basing its decision on the problem statement, memory system descriptions, and cluster summaries. We also introduce Context Memory Adapter, which mediates between the memory system and the agentic loop. We evaluate the architecture on a heterogeneous stream that interleaves 301 instances from the six CL-Bench tasks with 97 banking instances from $τ^3$-Bench. Across four language models and five matched rollouts, Routed Continual Learning raises normalized reward over a single global in-context learning (ICL) history by 15-30% of the maximum attainable normalized reward, achieves higher mean normalized reward than ICL-only clustering, and reduces estimated API cost by 65-72% relative to Global ICL. These results support approaching continual learning as a routing problem that chooses both a learning mechanism and a state cluster rather than committing to one representation globally.
Ai agents improve themselves with human feedback in training study
RSI Arena: Towards Recursive Self-Improvement with Human Feedback
Abstract: Can AI agents autonomously train useful language models and improve them using feedback from users? We introduce RSI Arena, a two-stage study of autonomous post-training as a step toward recursive self-improvement. Ten frontier models act as training agents, each starting from NVIDIA Nemotron 3.5 Lightning 30B-A3B Base. During a six-day first stage, each agent has 1,000 GPU-hours and $300 in API credit on a shared 64-GPU cluster, independently selecting data, implementing training procedures, and choosing checkpoints. We evaluate their models on 20 benchmarks and through blind human evaluations. All ten agents produce working assistants, with the strongest model, trained by GPT-6 Astra, closing a median of 76% of the base-to-Instruct gap across 12 capability benchmarks. Its human-preference rating is also close to NVIDIA Instruct after statistical adjustment for answer length and formatting. In Stage 2, each agent receives the comparison records and votes involving its Stage 1 model and is given three additional days for further training. Using NVIDIA Instruct as a common reference across the two evaluation rounds, we observe an improvement from Stage 1 to Stage 2 in the style-adjusted relative rating of eight of the ten models. We show that benchmark gains were modest, with no clear link to preference gains, while some agents encouraged longer responses and one model showed increased harmful compliance on StrongREJECT. RSI Arena provides an auditable setting for studying how human feedback can guide autonomous model development. It takes a step toward recursive self-improvement with human feedback (RSIHF), in which people help define what improvement means for the AI systems they use.
Reproducible evaluation improves prompt compression for chat agents
Reproducible Evaluation as the Substrate for Safe Prompt Compression in Production Agents
Abstract: Evaluating conversational agents that act on live, mutable enterprise data is hard: replayed sessions drift as backend state changes, and a benchmark built today can silently go stale as the data it describes moves on. We present an offline evaluation harness for a production conversational agent that stays reproducible despite the live data it operates on changing, and that can be regenerated on demand once it goes stale. We then use this harness as the fitness function for GEPA-based prompt optimization under a correctness gate that guards against reward hacking. Applied to a production merchant-facing agent, correctness-gated compression shrinks the agent's full prompt surface by 3.5-7.6% without regressing held-out task correctness, consistently across three independent subject-model families, and for one, correctness measurably improves.
LLM routing improves accuracy and cuts cost without retraining
COMPASS: Routing via Capability-Oriented Model Profiling with Adaptive Search, Selection, and Tool Use
Abstract: LLM routing aims to select a capable model at low cost, but specialized routers can require updates as models and tasks change. We propose COMPASS, an agentic router in which an LLM follows a routing recipe, gathers performance and cost evidence through tools, and optionally inspects candidate answers before selecting a model. Our evaluations on LLMRouterBench and DeepSWE show that agentic routing can improve accuracy and lower model-call cost relative to specialized and trained routing baselines, without routing-specific training. On LLMRouterBench, COMPASS reaches 69.85% accuracy at \$139.57, compared with RLCascadeRouter's 69.14% at \$180.22. On DeepSWE under fixed five-fold cross-validation, it reaches 78.1% at \$215, compared with 74.1% at \$500 for the best single model. COMPASS also supports routing across benchmarks and adapts to an expanded model pool by reading new evaluation records, without changing the router's weights or prompt.
SkillHorizon benchmark builds complex business tasks from smaller skills
SkillHorizon: Constructing Long-Horizon Agent Tasks through Skill Composition
Abstract: Long-horizon agents must complete workflows in which later activities depend on earlier outputs and changes to shared state. A key challenge for evaluation is to expand task requirements and their dependencies while keeping tasks executable and outcomes verifiable. We introduce SkillHorizon, a benchmark that constructs long-horizon tasks through skill composition in seven business environments. Its generators use domain-specific rules to turn reusable skill procedures into concrete business activities. These activities are connected through input-output dependencies, shared resources, and state updates, allowing workload and coordination demands to grow together. Successful reference executions validate task feasibility and measure interaction workload, while programmatic evaluators assess local completion and whole-task success. We evaluate five language models on 1,050 tasks with reference interaction workloads ranging from 64K to 1M tokens. Across these scales, mean local-goal completion falls from 90.4% to 46.8%, as completed work fails to keep pace with growing requirements. At larger workloads, agents more often submit unsuccessful final answers with substantial work unfinished and tool-call allowance remaining. Trace analysis also identifies cases where scripts execute successfully but their outputs fail downstream business checks. SkillHorizon provides a configurable testbed for studying sustained progress, dependency coordination, and complete task delivery in growing workflows. Our code is available at https://github.com/KnowComp/SkillHorizon.
Building large language model agents using deep learning methods
Building LLM Agent Systems the Deep Learning Way: From Modular Design to Architecture Search
Abstract: Large Language Models (LLMs) have revolutionized AI research and enabled exciting agent systems. To build a complex LLM agent system, most existing research relies on insights from other domains or heuristics to manually build the agent system. However, this approach often requires heavy hand-engineering and fails to fully optimize for the downstream task of interest. Inspired by the tremendous success of deep learning, we propose to construct LLM agent systems in a modular manner, similar to building a deep neural network. Our key insight is to make analogies between LLM building blocks, such as retrievals, memories, and prompting strategies, and the successful deep learning modules, such as MLPs, attention, and recurrent modules. We further design forward inference and feedback mechanisms for LLMs, where prompts in LLMs are considered as the weights in deep models, and the prompt optimization from feedback is analogous to the back-propagation algorithm. We additionally leverage a search algorithm to search for the best configuration of LLM agent systems, similar to the neural architecture search (NAS) in deep learning research. Comprehensive experimental results demonstrate that the proposed deep learning recipe for LLM agent systems is highly effective, in particular: (1) Organizing LLM modules into deep-learning-style architectures yields noticeable performance gain; (2) Automatic prompt optimization, equivalent to backpropagation, is efficient in incorporating feedback from the task of interest and achieves at least 5% performance improvement; (3) NAS equivalent algorithm works well for further optimizing the LLM agent system architecture with 11% performance gain compared with randomly designed architectures. Overall, our research demonstrates the exciting opportunity of transferring the success of deep learning to building LLM agent systems.
Panel of cheap models detects AI hallucinations nearly as well as top models
RAIM: Robust Aggregation of Inexpensive Models for Hallucination Detection
Abstract: Automatic evaluation of faithfulness increasingly relies on a large language model acting as a judge, yet the most reliable judges are proprietary frontier models, costly and ill-suited to high-throughput monitoring. We investigate whether a panel of cheap open-weight judges (4--9B) can be aggregated to stand in for a frontier one, what the substitution sacrifices, and when it is worth making. We propose RAIM, an aggregation scheme robust to the members' correlated errors, coupling a cross-fitted stacked logistic regression with an admissibility test that, read from the members' own outputs, identifies when aggregating them improves on their best member and stays within reach of the frontier judge. We instantiate RAIM with ten judges from disjoint families across eight faithfulness benchmarks. Against Claude Sonnet, the panel retains a median 93% of its Cohen's $κ$ and gives up only 2.9 points of balanced accuracy on average; read as paired differences, it clearly improves on one benchmark and clearly worsens on three (only two by a non-negligible margin), leaving four unresolved. At a sixty-fourth of the frontier's inference price, the operative expense is a one-time in-domain calibration on 50--100 labelled records. The panel is also competitive with purpose-trained detectors on their home benchmarks (within 1.3 accuracy points of GPT-4o and 1.9 of the LLM-AggreFact leader), and beats the strongest one we reran by 6 points on our grounded sets. Whether aggregation pays depends on the members themselves: where several capable members err on different items, the panel improves on its best judge and approaches the frontier; where one dominates, the stacker recovers the leader, and only there does the frontier remain materially ahead. Both conditions are read off the calibration set at no further cost, so a cheap panel can stand in for a frontier one wherever this audit admits it.
Model improves following multiple rules by using counterfactual distillation
Counterfactual Constraint-Conditioned On-Policy Distillation for Multi-Constraint Instruction Following
Abstract: Multi-constraint instruction following requires a model to respond to a query under many simultaneously active constraints. Even strong instruction-tuned models still routinely violate some of them. Existing approaches either augment supervision with sequence- or token-level RL rewards from external verifiers or learned graders, or use on-policy distillation (OPD) against a single full-context teacher whose probability mass becomes diluted as more constraints become simultaneously active. We propose CC-OPD (Counterfactual Constraint-Conditioned On-Policy Distillation), which inverts the standard supervision-generation direction in distillation. Rather than enriching the teacher with information beyond what the student sees, CC-OPD ablates each constraint from the teacher's conditioning in turn, and constructs the per-constraint signal from the resulting per-token probability differentials. The resulting per-token leave-one-out log-likelihood shifts are summed, clipped, and added to the vanilla OPD reward as a token-level shaping term. All shaping terms are obtained from the frozen teacher, without an external verifier during distillation, and the reward equals vanilla OPD wherever the aggregate shift is zero. Across two Qwen model pairs and seven benchmarks, CC-OPD achieves the highest average among all evaluated student-training methods. A 1.5B student trained with CC-OPD surpasses its own 7B RL-trained teacher on the MulDimIF benchmark.
Small language model quickly detects scam calls with calibrated confidence
Open-Jev Judgments on CallScreenBench: Calibrated One-Pass Scam Screening with a Small Language Model
Abstract: Screening a phone call for fraud needs a trustworthy probability after every caller turn, in milliseconds. Jev-style typed decisions promise exactly that: declared options go in, one calibrated probability per option comes out of a single forward pass, with no generated text. We test an open implementation of this readout, JevLite, on scam-call screening: Qwen3-4B is LoRA-tuned so that the temperature-scaled softmax over two answer-label logits is P(scam). On 41 held-out CallScreenBench scenarios (577 per-turn decisions) a three-seed ensemble reaches AUROC .974 with calibration error .052, non-inferior to an LLM judge (MiniMax-M3) at a pre-registered .02 margin, with no false alarms on legitimate calls, decisions 1.14 turns earlier under the same hang-up rule, and 64.5 ms per decision on one consumer GPU, 4.9x lower than the same backbone fine-tuned to generate its answer. The gain is in the readout and calibration, not accuracy: a fine-tuned ModernBERT encoder is not significantly worse, the recipe was selected with test-set exposure, and all callers are synthetic. We claim no architectural novelty; the contribution is the application and an evaluation reporting calibration, false alarms and decision timing alongside AUROC.
Language model confidence reports often unreliable and sensitive
An Analysis of Training-Free Self-Reported Confidence in Language Models
Abstract: Large language models can report a numerical confidence together with generated content, but it is unclear whether this report is more than calibrated rhetoric. We analyze three training-free signals: confidence verbalized with the answer, post-hoc $P(\mathrm{True})$, and agreement with three additional generations on the same 100 TriviaQA questions for two model families. Direct verbalization is a surprisingly strong baseline: after auditing benchmark errors, it reaches AUROC 0.956 and 0.937 for correctness prediction. Three-sample agreement is substantially weaker (0.765 and 0.790), and a fixed interpolation with verbalized confidence has no statistically reliable benefit. Four of nine errors from one model and two of eight from the other receive unanimous sample support, showing that self-consistency can amplify shared misconceptions. Re-eliciting confidence for the same fixed answers with equivalent prompts changes scores by 0.043 to 0.084 on average and flips 4\% to 9\% of decisions at a 0.8 threshold. An exploratory audit of 100 confidence-tagged biography claims further finds only a modest confidence gap between supported and contradicted claims. These results argue that useful self-reports remain sensitive to elicitation, correlated errors, and benchmark noise.
Geometric graphs improve multi-step document retrieval and generation
Beyond Similarity through Zero-Token Geometric Graphs for Multi-Hop RAG
Abstract: Multi-hop retrieval-augmented generation (RAG) requires evidence that remains relevant to a query while introducing enough novelty to bridge semantic gaps. Dense retrieval tends to concentrate on semantically similar documents, whereas graph-based alternatives often depend on costly Large Language Model (LLM) entity extraction and may propagate through noisy connections. We introduce Geometric Gain Graph RAG (G$^3$RAG), a document-only framework whose offline graph construction uses no LLM calls or generated tokens. G$^3$RAG assigns each edge a geometric gain score, $\cosθ\cdot \sinθ$, that jointly captures directional consistency and orthogonality between document representations. A density-aware topological penalty suppresses highly connected hubs, while single-step controlled diffusion expands from filtered query seeds toward complementary evidence. We evaluate G$^3$RAG on MusiQue, 2WikiMultiHopQA, and HotpotQA using Nv-embed-v2 and Qwen3-8B-embed. G$^3$RAG obtains the best average F1 and answer-document hit rate among the evaluated graph-based baselines in both embedding settings, with gains of up to 4.26 F1 points in average performance and 5.76 points on MusiQue. It also removes the graph-construction token cost incurred by entity-based graph methods. These results show that geometric structure can support efficient multi-hop evidence discovery without LLM-based graph construction. Code is available at https://anonymous.4open.science/r/G3RAG-99D9/
Adaptive selection of retrieval and generation improves question answering
One Size Does Not Fit All! Dynamic Retriever and Generator Selection for RAG
Abstract: Retrieval-Augmented Generation (RAG) systems typically employ fixed retriever and generator configurations across queries, despite substantial differences in query complexity and information needs, leading to inefficient allocation of computational resources. While retrieval and generation adaptivity have been studied independently, their joint effect on end-to-end RAG performance remains underexplored. We systematically analyze how retriever and generator complexity interacts across factoid and multi-hop question answering (QA), including bridge and composition reasoning tasks. Our analysis shows that stronger retrieval generally yields larger gains than increased generation effort, but both exhibit diminishing and non-monotonic returns, indicating that higher-complexity configurations are not uniformly better across queries. Motivated by these findings, we introduce DRAG, a query-adaptive framework for selecting retriever-generator configurations. We first propose DRAG$_\text{QPP}$, a training-free routing approach that uses Query Performance Prediction (QPP) signals to guide retriever selection and perplexity-based measures over retrieved context to guide generator selection. We further introduce DRAG$_\text{SFT}$, a supervised routing approach that fine-tunes an LLM to jointly predict retriever-generator configurations. Across three LLM families and four QA benchmarks, \qpprag~achieves performance comparable to strong static RAG baselines while substantially reducing inference latency, whereas DRAG$_\text{SFT}$ consistently improves effectiveness over static and training-free adaptive baselines. Overall, DRAG demonstrates that jointly adapting retrieval and generation achieves a more favorable effectiveness-efficiency trade-off than static RAG pipelines.
Federated knowledge graphs enable multi-hop question answering without sharing raw data
FedV-KGQA in Practice: Design Lessons and an Interactive Prototype
Abstract: Knowledge graph question answering usually assumes that one system can reach the whole graph. In practice, facts are often held by organizations that share entity identifiers but own disjoint relation types, so no single party sees a complete reasoning chain. This poster presents the empirical findings of FedV-KGQA on multi-hop question answering over such vertically partitioned graphs. Each silo enriches its local graph and trains a knowledge graph embedding on its own triples. A server then concatenates the silo-specific entity views, anchors the projected question at the topic entity, and ranks candidates by similarity. Raw triples and relation embeddings never leave a silo. Comparing the FedV-KGQA experiments with one another yields three results. First, federated fusion recovers most of the centralized accuracy, while a single silo recovers little. Second, anchoring and enrichment matter more than the choice of embedding model. Third, the cheapest encoder depends on the target accuracy rather than on parameter count. This poster paper contributes that cross-experiment comparison, four design lessons drawn from it, and an interactive prototype that runs real inference and traces the full pipeline, per question, on released checkpoints.
Autonomous research reaches near top results in telecom ticket retrieval
Autonomous Research for Open-Ended Problems: A Case Study on Telecom Ticket Retrieval
Abstract: Recent breakthroughs in LLM-based systems and their abilities in problem solving and coding have allowed progress in the AI for Science paradigm, potentially replacing human roles in machine learning (ML) research. However, while several frameworks of fully autonomous end-to-end ML research have been proposed, successful implementations of them are often limited to problems with narrow search spaces, like language modeling or biomedical ML benchmarks. In this paper, we explore how autonomous research can be adapted to solve open-ended, industry-grade ML problems, by considering a case study: telecom ticket retrieval, an open-ended task with degrees of freedom in representation, architecture, and training data generation. We discover that autonomous research for open-ended problems with commercial and open-source agents shows both promise and limitations: while autonomous research can excel in narrow hyperparameter optimization, it lacks human-like intuition and creativity and requires operational overhead. Even with minimal human supervision, autonomous research can reach $90\%$ of state-of-the-art performance (0.34 vs. 0.38 Recall@1) in a much shorter time period (10 weeks vs. 10 months of human work) at a modest cost (up to \$200 per Cursor campaign). Our empirical evidence recommends that human researchers and autonomous research frameworks work together for best results in ML research.
Agentic AI staleness driven by refresh schedule not cache age
ChurnBench: A Drift-Aware Benchmark Demonstrating That Refresh Scheduling, Not Cache Age, Governs Staleness in Agentic AI
Abstract: In production, agentic systems answer questions over data that lives in several places and keeps changing: licenses are reassigned, users offboarded, prices changed, contracts renewed. Existing retrieval benchmarks freeze the data, so they cannot ask whether an agent's answer is still true, only whether it found the right passage. We present ChurnBench, an open-source benchmark that generates a four-source enterprise data fabric as a timeline rather than a snapshot. Every change is written to an append-only ground-truth ledger, and gold answers are computed from that ledger, never from the live stores. An answer that was correct when its data was retrieved but wrong when evaluated is therefore detected and labeled a freshness error, distinct from a reasoning error; we validate this by resolving ground truth at both timestamps for every case reported. Using the instrument, we find that when a system refreshes on a schedule, cache age does not predict staleness. Across cache ages of 1, 14, and 28 days, freshness errors were 7, 4, and 4, because scheduled refresh bounds staleness by time-to-live, and no TTL lapse was observed in any window. A controlled ablation confirms the mechanism: disabling tiered refresh raises freshness errors from 4 to 45 at 28 days and leaves them identical at one day. The variable a drift benchmark should sweep is therefore TTL configuration against each entity's rate of change, not drift-window length. ChurnBench, the evaluation harness, and all per-error data are released open source.
Platform enables live experiments on human and AI team collaboration
Pairit: A Platform for Live Experiments on Human-AI Collaboration
Abstract: Organizational design in the era of artificial intelligence requires experimental methods that can test how human-AI groups coordinate, delegate, and make decisions. Programmable platforms coordinate live human-to-human sessions or real-time human-AI chat, but researchers cannot easily declare experiment protocols in which AI participants both communicate and act on shared work within one auditable configuration. Here we introduce Pairit, an online platform that facilitates the design, testing, and deployment of experiments that test human-AI organizational designs and interventions. Through a single YAML configuration file, researchers declare an executable experiment graph (pages, routing, randomization, matchmaking, chat, shared workspaces, server-hosted agents, surveys, timers, and custom HTML components) and combine any number of humans and AI agents in live sessions. We have validated the feasibility of the platform through multiple live deployments, including peer-reviewed published studies, capturing high-resolution process traces of communication, negotiation, and collaborative work in live human-AI dyads. By representing complex interactive protocols as standardized, auditable configuration files, Pairit provides reusable infrastructure for specifying, deploying, and sharing live human-AI organizational experiments.