2 papers
cs.AI2026
Screen Before You Serve: Simulation for Production Customer Experience AI Agents at 140M Scale
Edesio Alcoba, Kevin Rossell, Aman Gupta +13
Customer experience (CX) agents use tools and large language models to address customer requests and guide conversational interactions with an organization's products. Improving th…
cs.CL2026
Building Customer Support AI Agents at 100M-User Scale: An Evaluation-Driven Framework
Aman Gupta, Kevin Rossell, Edesio Alcobaça +8
The rapid rise in LLM capabilities has made AI agents increasingly viable across a broad range of tasks. Among the most promising applications is building production-ready customer…