customer support platform developers

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.

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.

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.