Papers for
customer support software 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.
Adversarial user simulation reveals chatbot weaknesses without retraining
Intent-Preserving Adversarial User Simulation for Multi-Turn Agent Evaluation
Abstract: Multi-turn agents are commonly evaluated with LLM-based simulated users, which can be overly cooperative and can therefore overestimate an agent's performance. We here introduce StressSim, an intent-preserving adversarial user simulator framework for stress-testing agents with challenging yet valid user interactions. StressSim optimises the simulator's high-level adversarial plan for each task instance. Candidate planner prompts are evolved with a genetic prompt-optimisation loop that uses rollout traces, granular task-completion signals, and validity feedback to favour conversations that reduce task success without changing the user's underlying goal. We evaluate the approach on the MultiWOZ dataset and the retail and airline domains from tau-bench with three target LLM agents, comparing against standard simulators and hand-designed non-collaborative user behaviours. We demonstrate the effectiveness of StressSim in exposing robustness gaps across frontier LLMs, with tau-bench pass^4 scores decreasing by up to 69% on gemini-3.8-flash and 62% on gpt-5.6-sol. StressSim maintains goal preservation performance (which decreases by at most 10%), using an optimisation budget of 20 rollouts per task. Sensitivity analysis suggests that increasing the budget further decreases task success. Overall our results demonstrate that StressSim exposes robustness gaps missed by standard and hand-designed user simulators while maintaining conversation realism. This is achieved through lightweight prompt optimisation alone, without model fine-tuning.
Diffusion language models enable editable planning states for better search
DiffuPlan: Editable Planning State for Diffusion Language Model Agents
Abstract: Diffusion language models (dLLMs) are emerging as an alternative to autoregressive (AR) language models, yet dLLM agents largely inherit an interaction protocol designed for AR generation: once intermediate state is written, later observations can only be incorporated by appending more text. This is a poor match to a defining capability of dLLMs -- reconstructing earlier text conditioned on context that appears both before and after it. We ask whether this capability can support a different agent-state paradigm in which intermediate planning state is directly revisable as evidence arrives. We introduce DiffuPlan, a diffusion search agent that maintains a single editable planning state and reconstructs only the affected steps when later evidence resolves an entity or changes the search route. To support variable-length revisions, we introduce Expansion-Partition Marginalization (EPM), which marginalizes over equivalent expansion paths. We further adapt diffusion trajectory RL to multi-turn search. Across four multi-hop QA benchmarks, DiffuPlan achieves 50.24 average F1, outperforming strong AR search agents. More importantly, under identical data and training, editable planning state improves the diffusion agent by 2.44 F1 versus only 0.47 for its AR source model. These results show that dLLMs need not imitate append-only AR agents: revising committed state is a distinct agentic advantage.
Faithful queries improve conversational search with balanced relevance
Faithful Query Resolution for Conversational Search
Abstract: Conversational query rewriting makes context-dependent requests explicit for retrieval, but additional context can introduce an information need the user did not express. This raises a question about the interaction between query fidelity and retrieval breadth. This paper examines that interaction in behavior-adaptive conversational search, using iKAT SCAI 2026 as the evaluation setting. We compare five query-generation configurations within a behavior-adaptive assistant using BM25 and SPLADE retrieval. A minimal-faithful resolver preserves the user's wording and resolves only context-dependent references; weighted reciprocal rank fusion combines its rankings with those from a learned rewriter and the raw utterance. Offline evaluation shows that adding these formulations recovers recall over the faithful query alone, with a slight reduction in nDCG@10. Across our five iKAT SCAI 2026 submissions, the weighted configuration obtains the highest mean retrieval scores, reaching nDCG@5 of 0.534, a 5.3\% relative improvement over the strongest alternative. However, this retrieval advantage does not coincide with the highest conversational satisfaction scores. These findings motivate separating faithful query interpretation from retrieval expansion, while assessing their effects on conversational utility independently.
Multilingual scoring improves language fairness in agent skills retrieval
M-SQE: Multilingual Skill Quality Estimation for Enhancing Language Equality in Agentic Skill Use
Abstract: Agent skills, reusable procedural documents that extend LLM agents beyond their parametric memory, have become an important interface for deploying agents on real-world tasks. Community-maintained skill libraries built around this interface are growing rapidly. However, this ecosystem remains deeply English-centric: our audit finds that low-resource languages such as Swahili and Hindi have no in-language skill content, so retrieval often returns a skill written in a different language than the query, degrading accuracy and recall. A practical solution is to synthesize in-language skills for retrieval but the quality can be unreliable, so relevance in this setting alone often surfaces a related but unusable candidate. To address this, we propose M-SQE, a post-retrieval Multilingual Skill Quality Estimation framework that scores candidates via a Theory view for intrinsic quality and an Action view for task-grounded utility, unified into a domain-conditioned final score. We evaluate M-SQE across three skill-use domains: general, tool-use, and cultural tasks. Empirically, we build three-layer candidate skill pools mirroring today's ecosystem, where M-SQE's task success exceeds existing baseline's average by at least +3.5 points across three different retrievers. Particularly, M-SQE lifts the lowest-resource languages most (+12.9pp on Hindi and +5.6pp on Swahili) and achieves strong performance across all six culture regions, thereby moving agentic skill use toward linguistic and cultural equality.