customer support teams

Abstract: AI agents can automate tasks by turning a single natural-language request into a multi-step process spanning tools, files, and applications. Users are often left to judge that process from fragmented execution information and the final output. To make the completed process easier to understand, validate, and reuse, we investigate post-task workflows: editable, graph-based representations of an agent's completed execution. We first analyzed 10,803 public workflow templates from n8n to characterize real-world automation practice, then developed Trace2Flow, a research probe that translates agent execution traces into interactive post-task workflows. In a study, participants (N = 20) reviewed agent executions with prompt or agent errors. We found that post-task workflows improved their understanding and error detection over a prompt-only condition, and that validation succeeded mainly when users cross-checked across multiple evidence sources. For follow-up tasks, adapting the workflow matched adapting the prior prompt in success, time, and difficulty, and was often preferred.

Abstract: Conversational voice agents have advanced significantly, offering increasingly natural human-machine interactions through both cascaded and end-to-end architectures. However, while recent benchmarks extensively evaluate dyadic interactions and passive audio comprehension, they largely overlook a prevalent real-world scenario: multi-party conversations. Evaluating agents in these settings is fundamentally more challenging than in dyadic interactions due to the exponentially greater conversational complexity. For voice agents to integrate seamlessly into human group dynamics, they must not only generate contextually appropriate responses but also demonstrate a nuanced understanding of open turn-taking. To address this gap, we introduce Multiparty Bench (MP-Bench), the first benchmark specifically designed to objectively evaluate conversational speech systems as active participants within multi-party contexts. MP-Bench assesses agent behavior along two primary dimensions: turn-taking awareness and response appropriateness. Additionally, we incorporate comprehension-based question-answering tasks as a complementary evaluation. By benchmarking 12 voice agents, we find that real-time voice agents stay at or below 22% on multiparty comprehension and remain near chance on multiparty turn-taking, exposing an open challenge for real-time voice agents under multiparty scenario.

Abstract: Persona drift remains a central challenge for personalized language models, as user profiles evolve over long interactions rather than remain permanently fixed. Models must therefore revise persistent persona states when preferences genuinely change, while avoiding updates driven by transient, ambiguous, or unresolved observations. We propose CORE, which separates turn-local evidence from persistent persona-state revision and selectively updates grounded user preferences through uncertainty-aware belief revision. We also introduce PERSIST, a held-out post-anchor benchmark for persona-state robustness under sequential interaction stress, covering ambiguity, conflict, and controlled social influence. Across ALOE, PersonaChat, and PERSIST, CORE improves personalized alignment and robustness, with complementary gains in normalized closed-slot state fidelity. Human evaluation and mechanistic controls further support explicit update control beyond stronger generation or persistent memory alone.

Abstract: Traditional large language models (LLMs) are scoped to individual user sessions, limiting their knowledge to a single conversation and preventing them from learning user preferences that evolve over time. Existing agentic memory systems address this limitation but generally operate at the individual-user level, restricting the public knowledge that could be shared across users to improve downstream responses. We introduce AIM (Agentic Interoperable Memory), a unified, privacy-aware memory framework that enables multi-agent, multi-user LLM systems to persistently manage private and shared memory. AIM dynamically classifies information as private, scoped to one user and inaccessible to others, or public, accessible to all users. It enforces index-level access controls so that private memories are retrievable only by their owner, protecting sensitive data while allowing beneficial shared knowledge to improve coordination and consistency. We also introduce MUMBench (Multi-User Memory Benchmark), a dataset of multi-user interactions containing private and shareable information across four domains. To our knowledge, MUMBench is the first public dataset designed to evaluate multiple memory operations, including retrieval, creation, update, and deletion, in a multi-user environment. Across three independent runs on MUMBench, AIM achieves 96.0% visibility classification accuracy, 58.8% strict operation accuracy, and 70.5% state-aware operation accuracy.

Abstract: Enterprise settings provide a challenging environment for question-answering agents, which often rely on Retrieval-Augmented Generation, Deep Research (DR), and related techniques. Much of this challenge comes from the complexity of enterprise data: information is often spread across evolving and potentially conflict- ing emails, chat messages, documents, and other artifacts. Existing benchmarks typically have limited real-world complexity, short-form responses, and unnatural queries, so they often fail to capture the challenges of enterprise settings. In this work, we introduce an automated pipeline for generating synthetic datasets of emails reflecting realistic workplace scenarios, along with long- and short-form questions and gold answers grounded in the data. Our method simulates long-running enterprise projects spanning several months and involving up to 25 interacting employees across multiple roles. The data emphasizes ambiguity, distributed information, and naturally occurring queries. To validate the pipeline, we evaluate few standard agentic baselines on our datasets using the latest frontier models. We find that aggregate scores averaged over all queries remain below 80% for each dataset, indicating significant room for improvement. These findings suggest that more work remains to be done for enterprise deployment and underscore the importance of realistic, high-complexity evaluation data for developing stronger real-world enterprise DR systems.

Abstract: Assistants built on large language models are expected to write as their user would, and the dominant approach is single-channel: preferences summarised from conversation history and reinserted into context. This inverts the order of inference. Preferences are the task-dependent surface of a comparatively stable personality structure, so a system storing only preferences relearns the person whenever the task changes. First, we characterise personality seepage, where a prompt's linguistic surface carries a personality fingerprint the assistant mirrors without access to the personality behind it. Second, we propose the Atomic User Model (AUM), a human-readable representation organising a person as a stable identity nucleus with four interpretable shells (psychological, cognitive and experiential, behavioural, and social), plus cross-shell entries recording internal conflict and authenticity. Third, we treat AUM as a retrieval index over a person rather than a prompt prefix, with a pipeline where a task classifier, component-selection function and budgeted retriever return a small payload of fields at generation time. Fourth, we evaluate it with sixteen language-model-simulated participants, six style-sensitive tasks and three seeds, plus a synthetic scaling study of the retriever. Retrieving eight fields matched the style fidelity of the full user model on 23% of the context (211 tokens against 915), improved on flat preference notes by 0.24 points on a five-point scale (p < 0.001, dz = 0.50), and raised forced-choice identification of the participant's own voice from 14.9% to 42.7% (25% chance). Four pre-registered controls returned null, locating the effect in the representation rather than the search over it. The benefit is largest for participants the un-personalised assistant reproduces worst (rho = -0.61, p = 0.013): personalisation is worth most to those the default serves least.

Abstract: Practical uncertainty quantification (UQ) for large language models must decide, from a single generation, whether a specific answer should be trusted. Existing methods either sample multiple generations, read only output-token probabilities, or reduce the model's internal computation to a single hidden state. We introduce ActMap, a white-box representation that compresses the generation-time hidden- state trajectory (every layer, every generated token) into a fixed $12 \times 32 \times 128$ tensor of temporal-statistic channels that preserves structure across transformer depth and pooled hidden coordinates. The map is captured during the generation pass with no measurable overhead, has a fixed shape across model depths and hidden sizes, and occupies 96 KiB: a compact artifact that can be retained for audit-relevant generations and probed directly, with occlusion analysis localizing the classifier's signal to mid-depth regions of the map. A lightweight classifier, instantiated as a compact Vision Transformer, reads an estimated correctness probability from each map in a fraction of a millisecond; capacity-matched MLPs perform comparably, indicating the representation itself carries the result. Trained and evaluated in-domain on short-answer QA, direct- answer math, and summarization factuality with three instruction-tuned 7-8B models, ActMap consistently outperforms sampling, token-probability, attention, and embedding baselines, and matches ACT-ViT, a detector trained on dense activation tensors $67 \times$ larger, at essentially the same mean AUROC with lower calibration error on ten of twelve pairs. The resulting score supports abstention, routing, and selective verification from a single generation, making it a practical primitive for scalable oversight of deployed models.

Abstract: Large language models exhibit complementary strengths, motivating routing methods that dispatch each query to the most suitable model. Although existing routers are effective in single-turn settings, they do not directly transfer to multi-turn dialogue, where routing performance critically depends on how historical context is segmented, retained, and incorporated into the current prompt. This introduces two fundamental challenges: preventing information loss and information confusion during context construction, and evaluating routing quality without conflating model selection with prompt construction quality. In this paper, we propose SWRouter, a Similarity-Contractive Window Router for multi-turn large language model routing. SWRouter combines a similarity-based context segmentation mechanism for prompt construction with a dual-metric evaluation framework that decouples construction accuracy from router performance. Experiments on multi-turn dialogue benchmarks demonstrate that SWRouter consistently surpasses strong baselines, achieving a 16.26% improvement in evaluation accuracy over the best individual large language model and an additional 8.22% gain over the Conv-ID Context baseline. Our results highlight that multi-turn large language model routing requires a joint design of context construction and evaluation, rather than a direct extension of single-turn routing methods.

Abstract: Industrial query-to-agent matching fails when topical relevance is mistaken for executable capability, especially on long-tail and boundary-sensitive requests. We formulate annotation as \emph{capability-bound process supervision} and instantiate it with Debate-to-Skill, which uses reusable decision principles, structured deliberation, verifier-based verdict extraction, and disagreement-driven refinement. On an industrial Query2Agent benchmark, we compare Debate-to-Skill with direct-label supervision, reasoning-SFT, and structural ablations. The results test whether gains come from supervising the capability-critical decision process itself, especially on grey-zone cases where semantic relatedness and executable capability diverge.

Abstract: Dispute mediation is essential for maintaining social harmony and resilience, yet developing skilled mediators is costly and time-consuming. Existing LLM-based mediation research remains limited by unrealistic task formulations, low-fidelity datasets, and coarse evaluation metrics that obscure turn-by-turn dynamics. To address these gaps, we introduce ProMediConv, a novel benchmarking framework that models mediation as a proactive, multi-stage, and party-aware dialogue process incorporating 11 mediation strategies and four party behavior pattern (BP) states. Using 972 complete real-world cases, we construct a high-fidelity mediation dataset with utterance-level annotations of strategies and BP states. Furthermore, to better assess agent impact, we propose MAD (Mean Attribute Difference), a fine-grained metric that captures BP shifts throughout the dialogue. Leveraging this framework, we establish a comprehensive benchmark by evaluating diverse models alongside our tailored baseline ProMediAgent. Extensive empirical analyses reveal critical behavioral phenomena and underscore the persistent challenges current models face in dynamic, multi-party mediation. Ultimately, ProMediConv provides a rigorous foundation and a vital quantitative standard for advancing AI-assisted conflict resolution. Our dataset and codebase are accessible at https://github.com/ZsWei66/ProMediConv_repo.

Abstract: Minimal-edit Grammatical Error Correction (GEC) is a challenging task for zero- and few-shot prompted Large Language Models (LLMs), which systematically overcorrect and degrade $F_{0.5}$ by rewriting well-formed spans. While fine-tuning provides an effective solution, it imposes substantial infrastructure demands. We introduce a prompt-based approach that closes the gap to fine-tuned models through three advances in GEC prompting methodology. First, we introduce taxonomy-based instructions to enforce minimal-edit constraints with a comprehensive list of grammatical error rules, equipping the LLM with a bounded, metric-aligned scope of correctable edits, which benefits the strongest models while remaining model-dependent overall. Second, we show that batching multiple uncorrected sentences into a single input context acts as a targeted regularizer against overcorrection, systematically reducing the edit rate across diverse LLM families; we hypothesize this arises from attention dilution effect induced by the bounded capacity of self-attention scores. Finally, LLM-assisted Prompt Optimization refines these instructions. Powered by Gemini 3.1-Pro, our prompt achieves $F_{0.5}=78.32$ on the BEA-2019 test set - establishing a new prompt-based SOTA while shrinking the gap to the fine-tuned single-model SOTA (Staruch et al., 2025) to a mere $0.38$ points. Code, prompts, and outputs are publicly available.

Abstract: Persistent language agents need stored experience to remain available across time, while each answer requires evidence suited to a particular question. A superseded fact can mislead a current-state answer and still be essential for a historical query. We present RD-Forget, a training-free framework that separates what an agent stores from what it uses. A retained source archive preserves observations, and a query-conditioned memory view controls their influence on the current answer. A frozen language-model curator extracts relevant evidence, groups facts into semantic slots, and preserves the relations needed for multi-hop reasoning. Same-slot replacement links suppress superseded values in current-state contexts, while intent-aware retrieval makes earlier evidence eligible again. A rate-distortion formulation guides construction of the answer-time view within a memory budget. Experiments span conversational memory, knowledge updating, fact consolidation, long-context reasoning, and personalization under a shared answering pipeline. The results associate accurate answers with both query-relevant evidence construction and control over obsolete alternatives. Configurations without forgetting or query conditioning have the largest score deficits, while slot grouping, historical access, and relation preservation contribute complementary functions. Retaining history while selectively controlling its use offers a practical way to accommodate changing facts and future questions.

Abstract: Large language models (LLMs) are increasingly deployed as personalized assistants that interact with users over extended periods of time. As conversations grow longer, relying on full interaction histories becomes increasingly inefficient and unreliable: long contexts introduce substantial computational overhead, making it difficult for models to consistently identify and utilize the most relevant information for the current request. These challenges have motivated memory systems that structure and retrieve user-specific information. In realistic interactions, users often seek practical guidance such as recommendations, planning, and decision support. Unlike factual recall tasks, personalized guidance requires models to integrate information across multiple past conversations and reason about changing user preferences and experiences. However, existing conversational memory evaluations mainly focus on retrieval and factual recall. To study this challenge, we introduce PRAGMA, a benchmark for evaluating personalized guidance in long-term conversations. PRGAMA contains curated longitudinal conversation histories, evidence annotations, and guidance scenarios grounded in evolving user contexts and incorrect user assumptions. Experiments across retrieval systems, memory systems, and long-context models reveal that current systems struggle both to recover the appropriate conversational evidence and to effectively use it for personalized guidance. Our results highlight the need for memory architectures that support robust conversational retrieval and memory-grounded reasoning beyond evidence recall.

Abstract: In this work, we present Gander, an end-to-end model that unifies omni perception, realtime interaction, and agentic capabilities within a single framework. In contrast to turn-based conventional paradigms, Gander continuously receives streaming inputs across multiple modalities, including video, speech, and text, enabling natural full-duplex interaction in both everyday conversations and complex workflow-oriented agent scenarios. Users can interrupt the model at any time, while the model can also proactively provide intermediate feedback or ask follow up questions. To natively support these capabilities, Gander adopts two key architectural designs: 1) It employs a Cerebellum-Brain collaborative framework, in which the Cerebellum is responsible for realtime interaction and omni conversational capabilities, while the Brain handles complex reasoning and higher-level agentic tasks. The two components interact continuously through tool calling and the agent orchestration runtime. 2) The Cerebellum is built upon a streaming Thinker-Talker architecture, user inputs and model outputs are further flattened into an ordered token stream at the chunk level, providing a unified representation for low latency, continuous interaction. We conduct comprehensive evaluations of Gander across four dimensions: conversational ability, omni understanding, interactive capability, and agentic intelligence. Internal human evaluations demonstrate that Gander maintains the natural and expressive spoken dialogue capabilities of SOTA open source models while achieving competitive performance in omni interaction. Gander also demonstrates robustness in challenging real-world scenarios, including background noise interference, multi-party interactions, and backchannel communication. We release Gander together with its models, code, and data to facilitate further research and development in the community.

Abstract: The rapid growth of multimodal data has intensified the need for question answering (QA) systems capable of reasoning across heterogeneous sources such as text, tables, and images. In this paper, we present a comprehensive methodological comparison of three influential frameworks, namely Multimodal Adaptive Extraction (MAE), Solar, and UniMMQA, tracing the evolution of multimodal question answering from modality-adaptive pipelines to fully unified architectures. We examine how each approach models cross-modal interactions, transforms heterogeneous inputs, and performs reasoning, highlighting key design differences in modality representation, reasoning, and answer generation. Our analysis demonstrates a clear shift from explicit modality-specific processing toward unified text-centric formulations enabled by pre-trained language models (PLMs). Empirical comparisons across benchmark datasets show that this transition leads to substantial improvements in both Exact Match (EM) and F1-Scores, with UniMMQA achieving the most consistent and scalable performance. Despite these advances, we identify persistent challenges, including information loss during modality transformation, error propagation in multi-stage pipelines, and limitations in capturing fine-grained cross-modal dependencies. Overall, this study provides a deeper understanding of current design trends and offers insights into the future direction of unified multimodal reasoning systems.

Abstract: Large language model (LLM)-powered agents can be accurate on average yet unreliable in production, a discrepancy that has been observed but remains largely unaddressed. When given the same task five times, a ReAct agent on the AppWorld benchmark using GPT-4.1 succeeds in all five runs only 53% of the time, even though its per-run pass rate averages 77%. We call this 24-point shortfall the consistency gap, and we argue that addressing it is a precondition for trustworthy AI agent deployment. We present a self-evolving agent framework that reduces this gap by identifying unstable, low-consistency steps in agent trajectories and converting them into episodic memory the agent can draw on in future runs. At its core is a Consistency Analyzer that pinpoints where and why a trajectory is likely to flip across executions, and a Guideline Generator that converts the diagnosis into targeted guidelines, committed to memory and injected into future agent executions on similar tasks. On AppWorld with ReAct/GPT-4.1, our framework raises the fraction of tasks that succeed in all five runs by +16 points on same-task evaluation and +13 points on similar-task generalization.

Abstract: Large Language Model (LLM) agents are evolving from single-session tools toward long-term personal assistants that must adapt to individual users across tasks, contexts, and interactions. This shift makes memory a core requirement for personalization, since user preferences, goals, constraints, relationships, and past experiences are accumulated gradually and often change over time. Graph-based personalized memory provides a structured way to model such user information through explicit relations, temporal context, and evidence links. Such representations can model not only what an agent remembers about a user but also how memories are connected, revised, and retrieved to support personalized decisions. However, existing work remains fragmented across personalized agents and generic graph memory frameworks, making it difficult to understand the design space as a whole. This survey develops a lifecycle-oriented view of graph-based personalized memory for LLM agents. We organize existing studies around memory representation, memory evolution, memory retrieval, and memory evaluation. We further compare key design choices, discuss current evaluation practices, and open challenges in building reliable long-term personalized agents. This survey aims to clarify how graph-based memory can support adaptive, controllable, and user-centric LLM agents.

Abstract: Large language models (LLMs) are increasingly used for everyday assistance, yet existing benchmarks only partially reflect the requests users naturally make in practice. Real-world requests are often open-ended, casually specified, and context-dependent, requiring models not only to follow explicit instructions but also to infer unstated needs from user background and situational context. We introduce xDailyBench, a benchmark of 248 carefully curated tasks spanning 51 scenarios across personal life, white-collar work, learning and research, and cross-domain activities. The tasks are grounded in requests that users have actually completed or genuinely intended to accomplish with AI, and are evaluated with fine-grained binary rubrics covering both explicit and implicit requirements. We evaluate 11 frontier models under standardized agentic settings. The best models achieve a task-level score of 75.6\%, while all models perform substantially worse on implicit than explicit requirements, with gaps no less than 9 percentage points. These results reveal implicit requirement inference as a persistent bottleneck for reliably satisfying real-world everyday user needs.

Abstract: The ability to generate counterarguments is important for critical thinking and balanced discourse, yet existing approaches typically produce only a single counterargument, failing to capture the diversity and persuasiveness required in real-world debates. To address this limitation, we propose Persona-guided Tree-based Counterargument Generation (PTCG), a framework that combines Tree-of-Thoughts-inspired step-wise generation and pruning with speaker persona selection. By estimating the author's persona from the original argument and incorporating speaker personas representing distinct perspectives, PTCG operationalizes perspective-taking and enables the generation of diverse counterarguments. Results from LLM-as-a-Judge, classifier-based assessment, and human evaluations indicate that PTCG shows consistent improvements in both the diversity and persuasiveness of counterarguments compared to baseline methods.

Abstract: Retrieval-augmented generation (RAG) enables large language models (LLMs) to answer questions by accessing external knowledge and has been widely adopted for long-term conversational memory question answering. However, existing methods suffer from two key challenges: (1) fragmented evidence scattered across temporally distant sessions, and (2) noisy content within retrieved sessions that triggers the lost-in-the-middle effect. To address these challenges, we propose MemLoc, a unified Retrieve-Localize-Generate framework for long-term conversational memory QA. For retrieval, MemLoc decomposes each session into multi-granularity memory units and performs query routing via an inner-memory graph with entropy-based granularity selection. It further models cross-session semantic and temporal dependencies through a cross-memory graph, enabling coarse-to-fine retrieval of top-K relevant memory candidates. For localization, we introduce a reasoning-based evidence locator trained with Self-reflective Hint Policy Optimization (SHPO), which performs progressive refinement by extracting query-relevant fragments within memory units to suppress noise and reranking across candidates to remove redundancy, producing a compact evidence set with lightweight location IDs. For generation, these IDs act as precise grounding signals that guide the LLM to the correct memory positions, mitigating the lost-in-the-middle effect while preserving original contextual integrity. Extensive experiments on four benchmarks demonstrate that MemLoc achieves state-of-the-art retrieval accuracy and response quality while maintaining efficiency. Our code is available at: https://github.com/Nikol-coder/MemLoc.

Abstract: Multimodal sentiment analysis often remains text-dominant due to raw-video noise and insufficient temporal modeling. Using CH-SIMS v2.0S, this study proposes three improvements: the NAPS pipeline---a seven-stage system integrating face tracking,identity embedding, and normalized lip-motion analysis to reduce visual noise;DS-TANet, combining an EfficientNetB2 static stream, RAFT optical-flow motion stream, motion-guided attention, and Bi-GRU temporal modeling; and DS-TAFNet, fusing visual and MacBERT-Base textual representations via concatenation fusion. With NAPS, the static visual baseline achieves 80.98\% Macro F1, comparable to the text baseline of 80.55\%; DS-TANet improves visual Macro F1 to 82.58\%;and DS-TAFNet achieves 87.49\% accuracy and 87.48\% Macro F1. These results demonstrate that improving visual input quality and temporal representation is more effective than increasing fusion complexity under limited-data conditions.