Jinpeng Wang
Publications
SAGE: A Service Agent Graph-guided Evaluation Benchmark
The development of Large Language Models (LLMs) has catalyzed automation in customer service, yet benchmarking their performance remains challenging. Existing benchmarks predominantly rely on static paradigms and single-dimensional metrics, failing to account for diverse user behaviors or the strict adherence to structured Standard Operating Procedures (SOPs) required in real-world deployments. To bridge this gap, we propose SAGE (Service Agent Graph-guided Evaluation), a universal multi-agent benchmark for automated, dual-axis assessment. SAGE formalizes unstructured SOPs into Dynamic Dialogue Graphs, enabling precise verification of logical compliance and comprehensive path coverage. We introduce an Adversarial Intent Taxonomy and a modular Extension Mechanism, enabling low-cost deployment across domains and facilitating automated dialogue data synthesis. Evaluation is conducted via a framework where Judge Agents and a Rule Engine analyze interactions between User and Service Agents to generate deterministic ground truth. Extensive experiments on 27 LLMs across 6 industrial scenarios reveal a significant ``Execution Gap'' where models accurately classify intents but fail to derive correct subsequent actions. We also observe ``Empathy Resilience'', a phenomenon where models maintain polite conversational facades despite underlying logical failures under high adversarial intensity. Code and resources are available at https://anonymous.4open.science/r/SAGE-Bench-4CD3/.
Reinforcing Real-world Service Agents: Balancing Utility and Cost in Task-oriented Dialogue
The rapid evolution of Large Language Models (LLMs) has accelerated the transition from conversational chatbots to general agents. However, effectively balancing empathetic communication with budget-aware decision-making remains an open challenge. Since existing methods fail to capture these complex strategic trade-offs, we propose InteractCS-RL, a framework that reframes task-oriented dialogue as a multi-granularity reinforcement learning process. Specifically, we first establish a User-centric Interaction Framework to provide a high-fidelity training gym, enabling agents to dynamically explore diverse strategies with persona-driven users. Then, we introduce Cost-aware Multi-turn Policy Optimization (CMPO) with a hybrid advantage estimation strategy. By integrating generative process credits and employing a PID-Lagrangian cost controller, CMPO effectively guides the policy to explore Pareto boundary between user reward and global cost constraints. Extensive experiments on customized real business scenarios demonstrate that InteractCS-RL significantly outperform other baselines across three evaluation dimensions. Further evaluation on tool-agent-user interaction benchmarks verify InteractCS-RL robustness across diverse domains.
ContextRL: Enhancing MLLM's Knowledge Discovery Efficiency with Context-Augmented RL
We propose ContextRL, a novel framework that leverages context augmentation to overcome these bottlenecks. Specifically, to enhance Identifiability, we provide the reward model with full reference solutions as context, enabling fine-grained process verification to filter out false positives (samples with the right answer but low-quality reasoning process). To improve Reachability, we introduce a multi-turn sampling strategy where the reward model generates mistake reports for failed attempts, guiding the policy to "recover" correct responses from previously all-negative groups. Experimental results on 11 perception and reasoning benchmarks show that ContextRL significantly improves knowledge discovery efficiency. Notably, ContextRL enables the Qwen3-VL-8B model to achieve performance comparable to the 32B model, outperforming standard RLVR baselines by a large margin while effectively mitigating reward hacking. Our in-depth analysis reveals the significant potential of contextual information for improving reward model accuracy and document the widespread occurrence of reward hacking, offering valuable insights for future RLVR research.