Adapting Technical-Service LLM Agents with Latent Logic Augmentation, Robust Noise Reduction, and Hybrid Reward Modeling

Abstract

Technical-service LLM agents are entering production workflows, where value depends on whether engineers adopt generated replies. Service tickets hide decision logic, contain noisy single-reference responses, and make reward evaluation costly, making standard post-training brittle. Existing post-training and LLM-as-a-Judge approaches improve grounding or feedback, but do not jointly model latent decision logic, response diversity, and reward cost. We address this gap by coupling latent logic augmentation, robust noise reduction, and hybrid reward modeling. The framework augments supervised fine-tuning data with Planning-Aware Trajectory Modeling and Reasoning Augmentation, builds dual-filtered Multiple Ground Truths, and trains the policy with a hybrid reward that combines a Reranker with an LLM-as-a-Judge. On real Cloud technical-service tasks, the adapted Qwen3-4B achieves the highest Multi-ECS (0.441), lower reward cost, and the highest production adoption rate (46.63%).

36 pages, 6 figures, 14 tables. Camera-ready version accepted to the EMNLP 2026 Industry Track. Title, author order and metadata, experiments, analysis, references, and appendices have been updated; the set of authors is unchanged