Daily Papers

Customer service is how companies interface with their customers. It can contribute heavily towards the overall customer satisfaction. However, high-quality service can become expensive, creating an incentive to make it as cost efficient as possible and prompting most companies to utilize AI-powered assistants, or "chat bots". On the other hand, human-to-human interaction is still desired by customers, especially when it comes to complex scenarios such as disputes and sensitive topics like bill payment. This raises the bar for customer service agents. They need to accurately understand the customer's question or concern, identify a solution that is acceptable yet feasible (and within the company's policy), all while handling multiple conversations at once. In this work, we introduce "Ask Me Anything" (AMA) as an add-on feature to an agent-facing customer service interface. AMA allows agents to ask questions to a large language model (LLM) on demand, as they are handling customer conversations -- the LLM provides accurate responses in real-time, reducing the amount of context switching the agent needs. In our internal experiments, we find that agents using AMA versus a traditional search experience spend approximately 10% fewer seconds per conversation containing a search, translating to millions of dollars of savings annually. Agents that used the AMA feature provided positive feedback nearly 80% of the time, demonstrating its usefulness as an AI-assisted feature for customer care.

Effective customer support requires not only accurate problem solving but also structured and empathetic communication aligned with professional standards. However, existing dialogue datasets often lack strategic guidance, and real-world service data is difficult to access and annotate. To address this, we introduce the task of Customer Support Conversation (CSC), aimed at training customer service agents to respond using well-defined support strategies. We propose a structured CSC framework grounded in COPC guidelines, defining five conversational stages and twelve strategies to guide high-quality interactions. Based on this, we construct CSConv, an evaluation dataset of 1,855 real-world customer-agent conversations rewritten using LLMs to reflect deliberate strategy use, and annotated accordingly. Additionally, we develop a role-playing approach that simulates strategy-rich conversations using LLM-powered roles aligned with the CSC framework, resulting in the training dataset RoleCS. Experiments show that fine-tuning strong LLMs on RoleCS significantly improves their ability to generate high-quality, strategy-aligned responses on CSConv. Human evaluations further confirm gains in problem resolution. All code and data will be made publicly available at https://github.com/aliyun/qwen-dianjin.

As LLM agents advance, they are increasingly mediating economic decisions, ranging from product discovery to transactions, on behalf of users. Such applications promise benefits but also raise many questions about agent accountability and value for users. Addressing these questions requires understanding how agents behave in realistic market conditions. However, previous research has largely evaluated agents in constrained settings, such as single-task marketplaces (e.g., negotiation) or structured two-agent interactions. Real-world markets are fundamentally different: they require agents to handle diverse economic activities and coordinate within large, dynamic ecosystems where multiple agents with opaque behaviors may engage in open-ended dialogues. To bridge this gap, we investigate two-sided agentic marketplaces where Assistant agents represent consumers and Service agents represent competing businesses. To study these interactions safely, we develop Magentic-Marketplace-- a simulated environment where Assistants and Services can operate. This environment enables us to study key market dynamics: the utility agents achieve, behavioral biases, vulnerability to manipulation, and how search mechanisms shape market outcomes. Our experiments show that frontier models can approach optimal welfare-- but only under ideal search conditions. Performance degrades sharply with scale, and all models exhibit severe first-proposal bias, creating 10-30x advantages for response speed over quality. These findings reveal how behaviors emerge across market conditions, informing the design of fair and efficient agentic marketplaces.

The integration and deployment of large language model (LLM)-based intelligent agents have been fraught with challenges that compromise their efficiency and efficacy. Among these issues are sub-optimal scheduling and resource allocation of agent requests over the LLM, the difficulties in maintaining context during interactions between agent and LLM, and the complexities inherent in integrating heterogeneous agents with different capabilities and specializations. The rapid increase of agent quantity and complexity further exacerbates these issues, often leading to bottlenecks and sub-optimal utilization of resources. Inspired by these challenges, this paper presents AIOS, an LLM agent operating system, which embeds large language model into operating systems (OS). Specifically, AIOS is designed to optimize resource allocation, facilitate context switch across agents, enable concurrent execution of agents, provide tool service for agents, and maintain access control for agents. We present the architecture of such an operating system, outline the core challenges it aims to resolve, and provide the basic design and implementation of the AIOS. Our experiments on concurrent execution of multiple agents demonstrate the reliability and efficiency of our AIOS modules. Through this, we aim to not only improve the performance and efficiency of LLM agents but also to pioneer for better development and deployment of the AIOS ecosystem in the future. The project is open-source at https://github.com/agiresearch/AIOS.

We introduce Zep, a novel memory layer service for AI agents that outperforms the current state-of-the-art system, MemGPT, in the Deep Memory Retrieval (DMR) benchmark. Additionally, Zep excels in more comprehensive and challenging evaluations than DMR that better reflect real-world enterprise use cases. While existing retrieval-augmented generation (RAG) frameworks for large language model (LLM)-based agents are limited to static document retrieval, enterprise applications demand dynamic knowledge integration from diverse sources including ongoing conversations and business data. Zep addresses this fundamental limitation through its core component Graphiti -- a temporally-aware knowledge graph engine that dynamically synthesizes both unstructured conversational data and structured business data while maintaining historical relationships. In the DMR benchmark, which the MemGPT team established as their primary evaluation metric, Zep demonstrates superior performance (94.8% vs 93.4%). Beyond DMR, Zep's capabilities are further validated through the more challenging LongMemEval benchmark, which better reflects enterprise use cases through complex temporal reasoning tasks. In this evaluation, Zep achieves substantial results with accuracy improvements of up to 18.5% while simultaneously reducing response latency by 90% compared to baseline implementations. These results are particularly pronounced in enterprise-critical tasks such as cross-session information synthesis and long-term context maintenance, demonstrating Zep's effectiveness for deployment in real-world applications.

AI web agents use Internet resources at far greater speed, scale, and complexity -- changing how users and services interact. Deployed maliciously or erroneously, these agents could overload content providers. At the same time, web agents can bypass CAPTCHAs and other defenses by mimicking user behavior or flood authentication systems with fake accounts. Yet providers must protect their services and content from denial-of-service attacks and scraping by web agents. In this paper, we design a framework that imposes tunable costs on agents before providing access to resources; we call this Web Agent Throttling. We start by formalizing Throttling Gates as challenges issued to an agent that are asymmetric, scalable, robust, and compatible with any agent. Focusing on a common component -- the language model -- we require the agent to solve reasoning puzzles, thereby incurring excessive token-generation costs. However, we find that using existing puzzles, e.g., coding or math, as throttling gates fails to satisfy our properties. To address this, we introduce rebus-based Reasoning Gates, synthetic text puzzles that require multi-hop reasoning over world knowledge (thereby throttling an agent's model). We design a scalable generation and verification protocol for such reasoning gates. Our framework achieves computational asymmetry, i.e., the response-generation cost is 9.2x higher than the generation cost for SOTA models. We further deploy reasoning gates on a custom website and Model Context Protocol (MCP) servers and evaluate with real-world web agents. Finally, we discuss the limitations and environmental impact of real-world deployment of our framework.

Large Language Models (LLMs) are transforming artificial intelligence, enabling autonomous agents to perform diverse tasks across various domains. These agents, proficient in human-like text comprehension and generation, have the potential to revolutionize sectors from customer service to healthcare. However, they face challenges such as multimodality, human value alignment, hallucinations, and evaluation. Techniques like prompting, reasoning, tool utilization, and in-context learning are being explored to enhance their capabilities. Evaluation platforms like AgentBench, WebArena, and ToolLLM provide robust methods for assessing these agents in complex scenarios. These advancements are leading to the development of more resilient and capable autonomous agents, anticipated to become integral in our digital lives, assisting in tasks from email responses to disease diagnosis. The future of AI, with LLMs at the forefront, is promising.

The advancement of Large Language Models (LLMs) has led to significant improvements in various service domains, including search, recommendation, and chatbot applications. However, applying state-of-the-art (SOTA) research to industrial settings presents challenges, as it requires maintaining flexible conversational abilities while also strictly complying with service-specific constraints. This can be seen as two conflicting requirements due to the probabilistic nature of LLMs. In this paper, we propose our approach to addressing this challenge and detail the strategies we employed to overcome their inherent limitations in real-world applications. We conduct a practical case study of a conversational agent designed for the e-commerce domain, detailing our implementation workflow and optimizations. Our findings provide insights into bridging the gap between academic research and real-world application, introducing a framework for developing scalable, controllable, and reliable AI-driven agents.

Vision-language model (VLM) based GUI agents show promise for automating complex desktop and mobile tasks, but face significant challenges in applying reinforcement learning (RL): (1) slow multi-turn interactions with GUI environments for policy rollout, and (2) insufficient high-quality agent-environment interactions for policy learning. To address these challenges, we propose DART, a Decoupled Agentic RL Training framework for GUI agents, which coordinates heterogeneous modules in a highly decoupled manner. DART separates the training system into four asynchronous modules: environment cluster, rollout service, data manager, and trainer. This design enables non-blocking communication, asynchronous training, rollout-wise trajectory sampling, and per-worker model synchronization, significantly improving the system efficiency: 1.6*GPU utilization for rollout, 1.9* training throughput, and 5.5* environment utilization. To facilitate effective learning from abundant samples, we introduce an adaptive data curation scheme: (1) pre-collecting successful trajectories for challenging tasks to supplement sparse success in online sampling; (2) dynamically adjusting rollout numbers and trajectory lengths based on task difficulty; (3) training selectively on high-entropy steps to prioritize critical decisions; (4) stabilizing learning via truncated importance sampling for policy mismatch between policy rollout and updating. On the OSWorld benchmark, DART-GUI-7B achieves a 42.13% task success rate, a 14.61% absolute gain over the base model, and 7.34% higher than open-source SOTA. We will fully open-source our training framework, data, and model checkpoints via computer-use-agents.github.io/dart-gui, which we believe is a timely contribution to the open-source community of agentic RL training.

Large Language Model (LLM)-based agents are increasingly deployed in real-world applications such as "digital assistants, autonomous customer service, and decision-support systems", where their ability to "interact in multi-turn, tool-augmented environments" makes them indispensable. However, ensuring the safety of these agents remains a significant challenge due to the diverse and complex risks arising from dynamic user interactions, external tool usage, and the potential for unintended harmful behaviors. To address this critical issue, we propose AutoSafe, the first framework that systematically enhances agent safety through fully automated synthetic data generation. Concretely, 1) we introduce an open and extensible threat model, OTS, which formalizes how unsafe behaviors emerge from the interplay of user instructions, interaction contexts, and agent actions. This enables precise modeling of safety risks across diverse scenarios. 2) we develop a fully automated data generation pipeline that simulates unsafe user behaviors, applies self-reflective reasoning to generate safe responses, and constructs a large-scale, diverse, and high-quality safety training dataset-eliminating the need for hazardous real-world data collection. To evaluate the effectiveness of our framework, we design comprehensive experiments on both synthetic and real-world safety benchmarks. Results demonstrate that AutoSafe boosts safety scores by 45% on average and achieves a 28.91% improvement on real-world tasks, validating the generalization ability of our learned safety strategies. These results highlight the practical advancement and scalability of AutoSafe in building safer LLM-based agents for real-world deployment. We have released the project page at https://auto-safe.github.io/.

While AI agents hold transformative potential in business, effective performance benchmarking is hindered by the scarcity of public, realistic business data on widely used platforms. Existing benchmarks often lack fidelity in their environments, data, and agent-user interactions, with limited coverage of diverse business scenarios and industries. To address these gaps, we introduce CRMArena-Pro, a novel benchmark for holistic, realistic assessment of LLM agents in diverse professional settings. CRMArena-Pro expands on CRMArena with nineteen expert-validated tasks across sales, service, and 'configure, price, and quote' processes, for both Business-to-Business and Business-to-Customer scenarios. It distinctively incorporates multi-turn interactions guided by diverse personas and robust confidentiality awareness assessments. Experiments reveal leading LLM agents achieve only around 58% single-turn success on CRMArena-Pro, with performance dropping significantly to approximately 35% in multi-turn settings. While Workflow Execution proves more tractable for top agents (over 83% single-turn success), other evaluated business skills present greater challenges. Furthermore, agents exhibit near-zero inherent confidentiality awareness; though targeted prompting can improve this, it often compromises task performance. These findings highlight a substantial gap between current LLM capabilities and enterprise demands, underscoring the need for advancements in multi-turn reasoning, confidentiality adherence, and versatile skill acquisition.

Customer Relationship Management (CRM) systems are vital for modern enterprises, providing a foundation for managing customer interactions and data. Integrating AI agents into CRM systems can automate routine processes and enhance personalized service. However, deploying and evaluating these agents is challenging due to the lack of realistic benchmarks that reflect the complexity of real-world CRM tasks. To address this issue, we introduce CRMArena, a novel benchmark designed to evaluate AI agents on realistic tasks grounded in professional work environments. Following guidance from CRM experts and industry best practices, we designed CRMArena with nine customer service tasks distributed across three personas: service agent, analyst, and manager. The benchmark includes 16 commonly used industrial objects (e.g., account, order, knowledge article, case) with high interconnectivity, along with latent variables (e.g., complaint habits, policy violations) to simulate realistic data distributions. Experimental results reveal that state-of-the-art LLM agents succeed in less than 40% of the tasks with ReAct prompting, and less than 55% even with function-calling abilities. Our findings highlight the need for enhanced agent capabilities in function-calling and rule-following to be deployed in real-world work environments. CRMArena is an open challenge to the community: systems that can reliably complete tasks showcase direct business value in a popular work environment.

Computer-using agents (CUAs), which autonomously control computers to perform multi-step actions, might pose significant safety risks if misused. Existing benchmarks mostly evaluate language models' (LMs) safety risks in chatbots or simple tool-usage scenarios, without granting full computer access. To better evaluate CUAs' misuse risks, we introduce a new benchmark: CUAHarm. CUAHarm consists of 104 expert-written realistic misuse risks, such as disabling firewalls, leaking confidential information, launching denial-of-service attacks, or installing backdoors. We provide a sandbox environment and rule-based verifiable rewards to measure CUAs' success rates in executing these tasks (e.g., whether the firewall is indeed disabled), not just refusal. We evaluate multiple frontier open-source and proprietary LMs, such as Claude Sonnet, GPT-4o, Gemini Pro 1.5, Llama-3.3-70B, and Mistral Large 2. Surprisingly, even without carefully designed jailbreaking prompts, these frontier LMs comply with executing these malicious tasks at a high success rate (e.g., 59% for Claude 3.7 Sonnet). Newer models show higher misuse rates: Claude 3.7 Sonnet succeeds on 15% more tasks than Claude 3.5. While these models are robust to common malicious prompts (e.g., creating a bomb) in chatbot settings, they behave unsafely as CUAs. We further evaluate a leading agentic framework (UI-TARS-1.5) and find that while it improves performance, it also amplifies misuse risks. Benign variants reveal refusals stem from alignment, not capability limits. To mitigate risks, we explore using LMs to monitor CUAs' actions and chain-of-thoughts (CoTs). Monitoring CUAs is significantly harder than chatbot outputs. Monitoring CoTs yields modest gains, with average detection accuracy at only 72%. Even with hierarchical summarization, improvement is limited to 4%. CUAHarm will be released at https://github.com/db-ol/CUAHarm.

With the advent of 6G, Open Radio Access Network (O-RAN) architectures are evolving to support intelligent, adaptive, and automated network orchestration. This paper proposes a novel Edge AI and Network Service Orchestration framework that leverages Large Language Model (LLM) agents deployed as O-RAN rApps. The proposed LLM-agent-powered system enables interactive and intuitive orchestration by translating the user's use case description into deployable AI services and corresponding network configurations. The LLM agent automates multiple tasks, including AI model selection from repositories (e.g., Hugging Face), service deployment, network adaptation, and real-time monitoring via xApps. We implement a prototype using open-source O-RAN projects (OpenAirInterface and FlexRIC) to demonstrate the feasibility and functionality of our framework. Our demonstration showcases the end-to-end flow of AI service orchestration, from user interaction to network adaptation, ensuring Quality of Service (QoS) compliance. This work highlights the potential of integrating LLM-driven automation into 6G O-RAN ecosystems, paving the way for more accessible and efficient edge AI ecosystems.

Task-oriented LLM-based agents are increasingly used in domains with strict policies, such as refund eligibility or cancellation rules. The challenge lies in ensuring that the agent consistently adheres to these rules and policies, appropriately refusing any request that would violate them, while still maintaining a helpful and natural interaction. This calls for the development of tailored design and evaluation methodologies to ensure agent resilience against malicious user behavior. We propose a novel threat model that focuses on adversarial users aiming to exploit policy-adherent agents for personal benefit. To address this, we present CRAFT, a multi-agent red-teaming system that leverages policy-aware persuasive strategies to undermine a policy-adherent agent in a customer-service scenario, outperforming conventional jailbreak methods such as DAN prompts, emotional manipulation, and coercive. Building upon the existing tau-bench benchmark, we introduce tau-break, a complementary benchmark designed to rigorously assess the agent's robustness against manipulative user behavior. Finally, we evaluate several straightforward yet effective defense strategies. While these measures provide some protection, they fall short, highlighting the need for stronger, research-driven safeguards to protect policy-adherent agents from adversarial attacks

Autonomous agents powered by multimodal large language models have been developed to facilitate task execution on mobile devices. However, prior work has predominantly focused on atomic tasks -- such as shot-chain execution tasks and single-screen grounding tasks -- while overlooking the generalization to compositional tasks, which are indispensable for real-world applications. This work introduces UI-NEXUS, a comprehensive benchmark designed to evaluate mobile agents on three categories of compositional operations: Simple Concatenation, Context Transition, and Deep Dive. UI-NEXUS supports interactive evaluation in 20 fully controllable local utility app environments, as well as 30 online Chinese and English service apps. It comprises 100 interactive task templates with an average optimal step count of 14.05. Experimental results across a range of mobile agents with agentic workflow or agent-as-a-model show that UI-NEXUS presents significant challenges. Specifically, existing agents generally struggle to balance performance and efficiency, exhibiting representative failure modes such as under-execution, over-execution, and attention drift, causing visible atomic-to-compositional generalization gap. Inspired by these findings, we propose AGENT-NEXUS, a lightweight and efficient scheduling system to tackle compositional mobile tasks. AGENT-NEXUS extrapolates the abilities of existing mobile agents by dynamically decomposing long-horizon tasks to a series of self-contained atomic subtasks. AGENT-NEXUS achieves 24% to 40% task success rate improvement for existing mobile agents on compositional operation tasks within the UI-NEXUS benchmark without significantly sacrificing inference overhead. The demo video, dataset, and code are available on the project page at https://ui-nexus.github.io.

Speech Emotion recognition (SER) in call center conversations has emerged as a valuable tool for assessing the quality of interactions between clients and agents. In contrast to controlled laboratory environments, real-life conversations take place under uncontrolled conditions and are subject to contextual factors that influence the expression of emotions. In this paper, we present our approach to constructing a large-scale reallife dataset (CusEmo) for continuous SER in customer service call center conversations. We adopted the dimensional emotion annotation approach to capture the subtlety, complexity, and continuity of emotions in real-life call center conversations, while annotating contextual information. The study also addresses the challenges encountered during the application of the End-to-End (E2E) SER system to the dataset, including determining the appropriate label sampling rate and input segment length, as well as integrating contextual information (interlocutor's gender and empathy level) with different weights using multitask learning. The result shows that incorporating the empathy level information improved the model's performance.

In the last few years, three major topics received increased interest: deep learning, NLP and conversational agents. Bringing these three topics together to create an amazing digital customer experience and indeed deploy in production and solve real-world problems is something innovative and disruptive. We introduce a new Portuguese financial domain language representation model called BERTa\'u. BERTa\'u is an uncased BERT-base trained from scratch with data from the Ita\'u virtual assistant chatbot solution. Our novel contribution is that BERTa\'u pretrained language model requires less data, reached state-of-the-art performance in three NLP tasks, and generates a smaller and lighter model that makes the deployment feasible. We developed three tasks to validate our model: information retrieval with Frequently Asked Questions (FAQ) from Ita\'u bank, sentiment analysis from our virtual assistant data, and a NER solution. All proposed tasks are real-world solutions in production on our environment and the usage of a specialist model proved to be effective when compared to Google BERT multilingual and the DPRQuestionEncoder from Facebook, available at Hugging Face. The BERTa\'u improves the performance in 22% of FAQ Retrieval MRR metric, 2.1% in Sentiment Analysis F1 score, 4.4% in NER F1 score and can also represent the same sequence in up to 66% fewer tokens when compared to "shelf models".

AI agents are systems capable of perceiving their environment, autonomously planning and executing tasks. Recent advancements in LLM have introduced a transformative paradigm for AI agents, enabling them to interact with external resources and tools through prompts. In such agents, the workflow integrates developer-written code, which manages framework construction and logic control, with LLM-generated natural language that enhances dynamic decision-making and interaction. However, discrepancies between developer-implemented logic and the dynamically generated content of LLMs in terms of behavior and expected outcomes can lead to defects, such as tool invocation failures and task execution errors. These issues introduce specific risks, leading to various defects in LLM-based AI Agents, such as service interruptions. Despite the importance of these issues, there is a lack of systematic work that focuses on analyzing LLM-based AI Agents to uncover defects in their code. In this paper, we present the first study focused on identifying and detecting defects in LLM Agents. We collected and analyzed 6,854 relevant posts from StackOverflow to define 8 types of agent defects. For each type, we provided detailed descriptions with an example. Then, we designed a static analysis tool, named Agentable, to detect the defects. Agentable leverages Code Property Graphs and LLMs to analyze Agent workflows by efficiently identifying specific code patterns and analyzing natural language descriptions. To evaluate Agentable, we constructed two datasets: AgentSet, consists of 84 real-world Agents, and AgentTest, which contains 78 Agents specifically designed to include various types of defects. Our results show that Agentable achieved an overall accuracy of 88.79% and a recall rate of 91.03%. Furthermore, our analysis reveals the 889 defects of the AgentSet, highlighting the prevalence of these defects.

The Polymorphic Combinatorial Framework (PCF) leverages Large Language Models (LLMs) and mathematical frameworks to guide the meta-prompt enabled design of solution spaces and adaptive AI agents for complex, dynamic environments. Unlike static agent architectures, PCF enables real-time parameter reconfiguration through mathematically-grounded combinatorial spaces, allowing agents to adapt their core behavioral traits dynamically. Grounded in combinatorial logic, topos theory, and rough fuzzy set theory, PCF defines a multidimensional SPARK parameter space (Skills, Personalities, Approaches, Resources, Knowledge) to capture agent behaviors. This paper demonstrates how LLMs can parameterize complex spaces and estimate likely parameter values/variabilities. Using PCF, we parameterized mock caf\'e domains (five levels of complexity), estimated variables/variabilities, and conducted over 1.25 million Monte Carlo simulations. The results revealed trends in agent adaptability and performance across the five complexity tiers, with diminishing returns at higher complexity levels highlighting thresholds for scalable designs. PCF enables the generation of optimized agent configurations for specific scenarios while maintaining logical consistency. This framework supports scalable, dynamic, explainable, and ethical AI applications in domains like customer service, healthcare, robotics, and collaborative systems, paving the way for adaptable and cooperative next-generation polymorphic agents.

As the capabilities of artificial agents improve, they are being increasingly deployed to service multiple diverse objectives and stakeholders. However, the composition of these objectives is often performed ad hoc, with no clear justification. This paper takes a normative approach to multi-objective agency: from a set of intuitively appealing axioms, it is shown that Markovian aggregation of Markovian reward functions is not possible when the time preference (discount factor) for each objective may vary. It follows that optimal multi-objective agents must admit rewards that are non-Markovian with respect to the individual objectives. To this end, a practical non-Markovian aggregation scheme is proposed, which overcomes the impossibility with only one additional parameter for each objective. This work offers new insights into sequential, multi-objective agency and intertemporal choice, and has practical implications for the design of AI systems deployed to serve multiple generations of principals with varying time preference.

This paper identifies and analyzes a novel vulnerability class in Model Context Protocol (MCP) based agent systems. The attack chain describes and demonstrates how benign, individually authorized tasks can be orchestrated to produce harmful emergent behaviors. Through systematic analysis using the MITRE ATLAS framework, we demonstrate how 95 agents tested with access to multiple services-including browser automation, financial analysis, location tracking, and code deployment-can chain legitimate operations into sophisticated attack sequences that extend beyond the security boundaries of any individual service. These red team exercises survey whether current MCP architectures lack cross-domain security measures necessary to detect or prevent a large category of compositional attacks. We present empirical evidence of specific attack chains that achieve targeted harm through service orchestration, including data exfiltration, financial manipulation, and infrastructure compromise. These findings reveal that the fundamental security assumption of service isolation fails when agents can coordinate actions across multiple domains, creating an exponential attack surface that grows with each additional capability. This research provides a barebones experimental framework that evaluate not whether agents can complete MCP benchmark tasks, but what happens when they complete them too well and optimize across multiple services in ways that violate human expectations and safety constraints. We propose three concrete experimental directions using the existing MCP benchmark suite.

Despite significant advancements in general-purpose AI agents, several challenges still hinder their practical application in real-world scenarios. First, the limited planning capabilities of Large Language Models (LLM) restrict AI agents from effectively solving complex tasks that require long-horizon planning. Second, general-purpose AI agents struggle to efficiently utilize domain-specific knowledge and human expertise. In this paper, we introduce the Standard Operational Procedure-guided Agent (SOP-agent), a novel framework for constructing domain-specific agents through pseudocode-style Standard Operational Procedures (SOPs) written in natural language. Formally, we represent a SOP as a decision graph, which is traversed to guide the agent in completing tasks specified by the SOP. We conduct extensive experiments across tasks in multiple domains, including decision-making, search and reasoning, code generation, data cleaning, and grounded customer service. The SOP-agent demonstrates excellent versatility, achieving performance superior to general-purpose agent frameworks and comparable to domain-specific agent systems. Additionally, we introduce the Grounded Customer Service Benchmark, the first benchmark designed to evaluate the grounded decision-making capabilities of AI agents in customer service scenarios based on SOPs.

This paper provides a roadmap that explores the question of how to imbue learning agents with the ability to understand and generate contextually relevant natural language in service of achieving a goal. We hypothesize that two key components in creating such agents are interactivity and environment grounding, shown to be vital parts of language learning in humans, and posit that interactive narratives should be the environments of choice for such training these agents. These games are simulations in which an agent interacts with the world through natural language -- "perceiving", "acting upon", and "talking to" the world using textual descriptions, commands, and dialogue -- and as such exist at the intersection of natural language processing, storytelling, and sequential decision making. We discuss the unique challenges a text games' puzzle-like structure combined with natural language state-and-action spaces provides: knowledge representation, commonsense reasoning, and exploration. Beyond the challenges described so far, progress in the realm of interactive narratives can be applied in adjacent problem domains. These applications provide interesting challenges of their own as well as extensions to those discussed so far. We describe three of them in detail: (1) evaluating AI system's commonsense understanding by automatically creating interactive narratives; (2) adapting abstract text-based policies to include other modalities such as vision; and (3) enabling multi-agent and human-AI collaboration in shared, situated worlds.

The rapid development of large language models (LLMs) has led to the widespread deployment of LLM agents across diverse industries, including customer service, content generation, data analysis, and even healthcare. However, as more LLM agents are deployed, a major issue has emerged: there is no standard way for these agents to communicate with external tools or data sources. This lack of standardized protocols makes it difficult for agents to work together or scale effectively, and it limits their ability to tackle complex, real-world tasks. A unified communication protocol for LLM agents could change this. It would allow agents and tools to interact more smoothly, encourage collaboration, and triggering the formation of collective intelligence. In this paper, we provide the first comprehensive analysis of existing agent protocols, proposing a systematic two-dimensional classification that differentiates context-oriented versus inter-agent protocols and general-purpose versus domain-specific protocols. Additionally, we conduct a comparative performance analysis of these protocols across key dimensions such as security, scalability, and latency. Finally, we explore the future landscape of agent protocols by identifying critical research directions and characteristics necessary for next-generation protocols. These characteristics include adaptability, privacy preservation, and group-based interaction, as well as trends toward layered architectures and collective intelligence infrastructures. We expect this work to serve as a practical reference for both researchers and engineers seeking to design, evaluate, or integrate robust communication infrastructures for intelligent agents.

With increasing demand for and adoption of virtual assistants, recent work has investigated ways to accelerate bot schema design through the automatic induction of intents or the induction of slots and dialogue states. However, a lack of dedicated benchmarks and standardized evaluation has made progress difficult to track and comparisons between systems difficult to make. This challenge track, held as part of the Eleventh Dialog Systems Technology Challenge, introduces a benchmark that aims to evaluate methods for the automatic induction of customer intents in a realistic setting of customer service interactions between human agents and customers. We propose two subtasks for progressively tackling the automatic induction of intents and corresponding evaluation methodologies. We then present three datasets suitable for evaluating the tasks and propose simple baselines. Finally, we summarize the submissions and results of the challenge track, for which we received submissions from 34 teams.

The recent breakthroughs in large language models (LLMs) are positioned to transition many areas of software. Database technologies particularly have an important entanglement with LLMs as efficient and intuitive database interactions are paramount. In this paper, we present DB-GPT, a revolutionary and production-ready project that integrates LLMs with traditional database systems to enhance user experience and accessibility. DB-GPT is designed to understand natural language queries, provide context-aware responses, and generate complex SQL queries with high accuracy, making it an indispensable tool for users ranging from novice to expert. The core innovation in DB-GPT lies in its private LLM technology, which is fine-tuned on domain-specific corpora to maintain user privacy and ensure data security while offering the benefits of state-of-the-art LLMs. We detail the architecture of DB-GPT, which includes a novel retrieval augmented generation (RAG) knowledge system, an adaptive learning mechanism to continuously improve performance based on user feedback and a service-oriented multi-model framework (SMMF) with powerful data-driven agents. Our extensive experiments and user studies confirm that DB-GPT represents a paradigm shift in database interactions, offering a more natural, efficient, and secure way to engage with data repositories. The paper concludes with a discussion of the implications of DB-GPT framework on the future of human-database interaction and outlines potential avenues for further enhancements and applications in the field. The project code is available at https://github.com/eosphoros-ai/DB-GPT. Experience DB-GPT for yourself by installing it with the instructions https://github.com/eosphoros-ai/DB-GPT#install and view a concise 10-minute video at https://www.youtube.com/watch?v=KYs4nTDzEhk.

As AI Agents based on Large Language Models (LLMs) have shown potential in practical applications across various fields, how to quickly deploy an AI agent and how to conveniently expand the application scenario of AI agents has become a challenge. Previous studies mainly focused on implementing all the reasoning capabilities of AI agents within a single LLM, which often makes the model more complex and also reduces the extensibility of AI agent functionality. In this paper, we propose CACA Agent (Capability Collaboration based AI Agent), using an open architecture inspired by service computing. CACA Agent integrates a set of collaborative capabilities to implement AI Agents, not only reducing the dependence on a single LLM, but also enhancing the extensibility of both the planning abilities and the tools available to AI agents. Utilizing the proposed system, we present a demo to illustrate the operation and the application scenario extension of CACA Agent.

In an era where AI is evolving from a passive tool into an active and adaptive companion, we introduce AI for Service (AI4Service), a new paradigm that enables proactive and real-time assistance in daily life. Existing AI services remain largely reactive, responding only to explicit user commands. We argue that a truly intelligent and helpful assistant should be capable of anticipating user needs and taking actions proactively when appropriate. To realize this vision, we propose Alpha-Service, a unified framework that addresses two fundamental challenges: Know When to intervene by detecting service opportunities from egocentric video streams, and Know How to provide both generalized and personalized services. Inspired by the von Neumann computer architecture and based on AI glasses, Alpha-Service consists of five key components: an Input Unit for perception, a Central Processing Unit for task scheduling, an Arithmetic Logic Unit for tool utilization, a Memory Unit for long-term personalization, and an Output Unit for natural human interaction. As an initial exploration, we implement Alpha-Service through a multi-agent system deployed on AI glasses. Case studies, including a real-time Blackjack advisor, a museum tour guide, and a shopping fit assistant, demonstrate its ability to seamlessly perceive the environment, infer user intent, and provide timely and useful assistance without explicit prompts.

The advent of large language models (LLMs) such as ChatGPT, PaLM, and GPT-4 has catalyzed remarkable advances in natural language processing, demonstrating human-like language fluency and reasoning capacities. This position paper introduces the concept of Professional Agents (PAgents), an application framework harnessing LLM capabilities to create autonomous agents with controllable, specialized, interactive, and professional-level competencies. We posit that PAgents can reshape professional services through continuously developed expertise. Our proposed PAgents framework entails a tri-layered architecture for genesis, evolution, and synergy: a base tool layer, a middle agent layer, and a top synergy layer. This paper aims to spur discourse on promising real-world applications of LLMs. We argue the increasing sophistication and integration of PAgents could lead to AI systems exhibiting professional mastery over complex domains, serving critical needs, and potentially achieving artificial general intelligence.

This technical brief introduces Deep Agent, an advanced autonomous AI system designed to manage complex multi-phase tasks through a novel hierarchical task management architecture. The system's foundation is built on our Hierarchical Task DAG (HTDAG) framework, which dynamically decomposes high-level objectives into manageable sub-tasks while rigorously maintaining dependencies and execution coherence. Deep Agent advances beyond traditional agent systems through three key innovations: First, it implements a recursive two-stage planner-executor architecture that enables continuous task refinement and adaptation as circumstances change. Second, it features an Autonomous API & Tool Creation (AATC) system that automatically generates reusable components from UI interactions, substantially reducing operational costs for similar tasks. Third, it incorporates Prompt Tweaking Engine and Autonomous Prompt Feedback Learning components that optimize Large Language Model prompts for specific scenarios, enhancing both inference accuracy and operational stability. These components are integrated to form a service infrastructure that manages user contexts, handles complex task dependencies, and orchestrates end-to-end agentic workflow execution. Through this sophisticated architecture, Deep Agent establishes a novel paradigm in self-governing AI systems, demonstrating robust capability to independently handle intricate, multi-step tasks while maintaining consistent efficiency and reliability through continuous self-optimization.

Advanced Large language models (LLMs) like GPT-4 or LlaMa 3 provide superior performance in complex human-like interactions. But they are costly, or too large for edge devices such as smartphones and harder to self-host, leading to security and privacy concerns. This paper introduces a novel interpretable knowledge distillation approach to enhance the performance of smaller, more economical LLMs that firms can self-host. We study this problem in the context of building a customer service agent aimed at achieving high customer satisfaction through goal-oriented dialogues. Unlike traditional knowledge distillation, where the "student" model learns directly from the "teacher" model's responses via fine-tuning, our interpretable "strategy" teaching approach involves the teacher providing strategies to improve the student's performance in various scenarios. This method alternates between a "scenario generation" step and a "strategies for improvement" step, creating a customized library of scenarios and optimized strategies for automated prompting. The method requires only black-box access to both student and teacher models; hence it can be used without manipulating model parameters. In our customer service application, the method improves performance, and the learned strategies are transferable to other LLMs and scenarios beyond the training set. The method's interpretabilty helps safeguard against potential harms through human audit.

The dream to create AI assistants as capable and versatile as the fictional J.A.R.V.I.S from Iron Man has long captivated imaginations. With the evolution of (multi-modal) large language models ((M)LLMs), this dream is closer to reality, as (M)LLM-based Agents using computing devices (e.g., computers and mobile phones) by operating within the environments and interfaces (e.g., Graphical User Interface (GUI)) provided by operating systems (OS) to automate tasks have significantly advanced. This paper presents a comprehensive survey of these advanced agents, designated as OS Agents. We begin by elucidating the fundamentals of OS Agents, exploring their key components including the environment, observation space, and action space, and outlining essential capabilities such as understanding, planning, and grounding. We then examine methodologies for constructing OS Agents, focusing on domain-specific foundation models and agent frameworks. A detailed review of evaluation protocols and benchmarks highlights how OS Agents are assessed across diverse tasks. Finally, we discuss current challenges and identify promising directions for future research, including safety and privacy, personalization and self-evolution. This survey aims to consolidate the state of OS Agents research, providing insights to guide both academic inquiry and industrial development. An open-source GitHub repository is maintained as a dynamic resource to foster further innovation in this field. We present a 9-page version of our work, accepted by ACL 2025, to provide a concise overview to the domain.

Recent advances on large language models (LLMs) enable researchers and developers to build autonomous language agents that can automatically solve various tasks and interact with environments, humans, and other agents using natural language interfaces. We consider language agents as a promising direction towards artificial general intelligence and release Agents, an open-source library with the goal of opening up these advances to a wider non-specialist audience. Agents is carefully engineered to support important features including planning, memory, tool usage, multi-agent communication, and fine-grained symbolic control. Agents is user-friendly as it enables non-specialists to build, customize, test, tune, and deploy state-of-the-art autonomous language agents without much coding. The library is also research-friendly as its modularized design makes it easily extensible for researchers. Agents is available at https://github.com/aiwaves-cn/agents.

REST APIs play important roles in enriching the action space of web agents, yet most API-based agents rely on curated and uniform toolsets that do not reflect the complexity of real-world APIs. Building tool-using agents for arbitrary domains remains a major challenge, as it requires reading unstructured API documentation, testing APIs and inferring correct parameters. We propose Doc2Agent, a scalable pipeline to build agents that can call Python-based tools generated from API documentation. Doc2Agent generates executable tools from API documentations and iteratively refines them using a code agent. We evaluate our approach on real-world APIs, WebArena APIs, and research APIs, producing validated tools. We achieved a 55\% relative performance improvement with 90\% lower cost compared to direct API calling on WebArena benchmark. A domain-specific agent built for glycomaterial science further demonstrates the pipeline's adaptability to complex, knowledge-rich tasks. Doc2Agent offers a generalizable solution for building tool agents from unstructured API documentation at scale.