arXiv subjects

Cen Mia Zhao

Publications and source records attributed to Cen Mia Zhao.

5 recordsLinked to original sources

arXiv2026

Beyond Prompts: Measuring and Optimizing LLM Tool-Agent Harnesses

LLM tool agents can be improved without retraining by modifying the runtime harness around a fixed model: prompts, tool interfaces, middleware, state handling, and recovery logic. We study this setting as resource-bounded harness selection for fixed-model multi-turn tool agents, with the search surface scoped to prompts and tool-boundary middleware: edits are guarded intercepts at the tool boundary, not arbitrary rewriting of agent execution logic. Our optimizer-agnostic protocol reports mean held-out lift, worst-condition lift, repeatability, logged cost diagnostics, and RelLift95(B), a conservative estimate of the held-out gain of the harness selected under budget B. We instantiate the protocol with prompt-only and prompt-plus-middleware optimizers, including PRISM, which clusters failures and routes repairs to prompt, tool-boundary middleware, or joint edit surfaces within a Pareto search. On BFCL multi-round, tau2-Retail, and tau2-Telecom, PRISM obtains mean held-out lifts of 14.2, 14.9, and 10.1 percentage points and positive empirical RelLift95 on all three benchmarks, and a component ablation attributes the margin chiefly to failure-surface routing and the edit-pattern constraint. Across optimizers, the results show that some search procedures can occasionally find large gains but still choose brittle updates, so the reliability of the chosen harness should be reported alongside average held-out lift.

cs.AI↗

arXiv2026

From Monolithic Blending to Agentic Orchestration: Dynamic Response for Conversational Assistants at Scale

Conversational assistants can blend retrieval, action selection, escalation, and wording in a single model path, or separate those roles. We report a production migration of a customer-support assistant at a large accommodation marketplace (millions of conversations per month, 11 languages, 10-second P90). Dynamic Response (DR) replaces a single Qwen3-235B-A22B blended responder with a bounded ReAct orchestrator over typed tools plus a smaller generator that writes from a backend-validated context contract. Because the migration also changed prompts, alignment, and serving, we attribute each effect to its cause and claim as architecture effects only those measured on identical replayed turns: typed entity selection moves the reservation selector to a precision-first operating point (precision 8.3% to 89.1%, recall 75.2% to 67.3%), and typed action IDs with a membership check remove observed structured-action hallucination (2.14% to 0.0%). A low-ramp A/B test reproduces the replay escalation reductions: hard-escalation responses fall from 5.60% to 3.08% and soft-escalation responses from 9.56% to 2.49%, while production handoff volume holds roughly steady; self-solve is directional (+5.1 points, 95% CI [-2, +12]). Serving optimizations cut orchestrator P90 latency from 3.87s to 2.24s on a GPU footprint reduced by roughly one-third, and self-hosting reduces estimated annual model-serving cost by more than an order of magnitude.

cs.AI↗

arXiv2025

LLM-Friendly Knowledge Representation for Customer Support

We propose a practical approach by integrating Large Language Models (LLMs) with a framework designed to navigate the complexities of Airbnb customer support operations. In this paper, our methodology employs a novel reformatting technique, the Intent, Context, and Action (ICA) format, which transforms policies and workflows into a structure more comprehensible to LLMs. Additionally, we develop a synthetic data generation strategy to create training data with minimal human intervention, enabling cost-effective fine-tuning of our model. Our internal experiments (not applied to Airbnb products) demonstrate that our approach of restructuring workflows and fine-tuning LLMs with synthetic data significantly enhances their performance, setting a new benchmark for their application in customer support. Our solution is not only cost-effective but also improves customer support, as evidenced by both accuracy and manual processing time evaluation metrics.

cs.AI↗

arXiv2025

Agent-in-the-Loop: A Data Flywheel for Continuous Improvement in LLM-based Customer Support

We introduce an Agent-in-the-Loop (AITL) framework that implements a continuous data flywheel for iteratively improving an LLM-based customer support system. Unlike standard offline approaches that rely on batch annotations, AITL integrates four key types of annotations directly into live customer operations: (1) pairwise response preferences, (2) agent adoption and rationales, (3) knowledge relevance checks, and (4) identification of missing knowledge. These feedback signals seamlessly feed back into models' updates, reducing retraining cycles from months to weeks. Our production pilot involving US-based customer support agents demonstrated significant improvements in retrieval accuracy (+11.7% recall@75, +14.8% precision@8), generation quality (+8.4% helpfulness) and agent adoption rates (+4.5%). These results underscore the effectiveness of embedding human feedback loops directly into operational workflows to continuously refine LLM-based customer support system.

cs.AI↗

arXiv2025

Incremental Summarization for Customer Support via Progressive Note-Taking and Agent Feedback

We introduce an incremental summarization system for customer support agents that intelligently determines when to generate concise bullet notes during conversations, reducing agents' context-switching effort and redundant review. Our approach combines a fine-tuned Mixtral-8x7B model for continuous note generation with a DeBERTa-based classifier to filter trivial content. Agent edits refine the online notes generation and regularly inform offline model retraining, closing the agent edits feedback loop. Deployed in production, our system achieved a 3% reduction in case handling time compared to bulk summarization (with reductions of up to 9% in highly complex cases), alongside high agent satisfaction ratings from surveys. These results demonstrate that incremental summarization with continuous feedback effectively enhances summary quality and agent productivity at scale.

cs.CL↗