Helping Customers in Distress: An LLM-powered Agent that Converses, Probes, and Routes

arXiv:2605.16268 · cs.HC, cs.AI, cs.LG · Submitted 2026-03-31 · Read on arXiv

cs.HC, cs.AI, cs.LG

Submitted: 2026-03-31

Updated: 2026-09-23

Terminology

• Accuracy — 21× in this paper · explained in 1 episode
• Digital Twin — 9× in this paper · explained in 5 episodes
• Frustration — 5× in this paper · explained in 2 episodes
• Prompt Engineering — 4× in this paper · explained in 4 episodes
• Alignment — 3× in this paper · explained in 1 episode
• Robustness — 3× in this paper · explained in 5 episodes
• Fidelity — 2× in this paper · explained in 2 episodes
• Generative AI — 2× in this paper · explained in 2 episodes
• LLM-as-a-Judge — 2× in this paper · explained in 3 episodes
• Adaptation — 1× in this paper · explained in 1 episode
• Consistency — 1× in this paper · explained in 3 episodes
• Fine-Tuning — 1× in this paper · explained in 5 episodes
• Human-in-the-Loop — 1× in this paper · explained in 3 episodes
• Interactive Voice Response — 1× in this paper
• Large Language Model (LLM) — 1× in this paper · explained in 3 episodes
• Large Language Models (LLMs) — 1× in this paper · explained in 6 episodes

Sources

• GPT-4 Technical Report
• LLM Applications: Current Paradigms and the Next Frontier
• Gemini: A Family of Highly Capable Multimodal Models

Related papers

• Calibrating LLM Explanations to Human Decisions with Reinforcement Learning
• EduGage: A Multimodal Dataset and Benchmark for Sensor-Based Momentary Assessment of Engagement in Self-Guided Video Learning
• EvoDesign: Agentic Editable Diagram Creation via Design Expertise Evolution
• HAGI++: Head-Assisted Gaze Imputation and Generation
• Explanation User Interfaces: A Systematic Literature Review
• Hybrid Cinematography: Previsualizing and Managing Hallucination Risk in Generative Video Reshooting