先仿真再上线：面向 1.4 亿规模生产客服 AI 智能体的仿真筛选

Computer Science > Artificial Intelligence arXiv:2609.30137v1 (cs) [Submitted on 24 Sep 2026] Title:Screen Before You Serve: Simulation for Production Customer Experience AI Agents at 140M Scale Authors:Edesio Alcoba, Kevin Rossell, Aman Gupta, Shao Tang, Jiwoo Hong, Pabel Carrillo-Mendoza, Wanderson Conceição Ferreira, Alvaro Tedeschi, Zayd Simjee, Shreya Rajpal, Bruno Finardi Hime, Christian Sousa, Luis Moneda, Herbert Fei, Daniel Silva, Rohan Ramanath View a PDF of the paper titled Screen Before You Serve: Simulation for Production Customer Experience AI Agents at 140M Scale, by Edesio Alcoba and 15 other authors View PDF HTML (experimental) Abstract:Customer experience (CX) agents use tools and large language models to address customer requests and guide conversational interactions with an organization's products. Improving these agents, especially in regulated industries, is difficult: they must detect intent, follow complex operational policies and use tools reliably. Manual end-to-end testing offers limited coverage, while live experiments expose customers to failures that can erode trust. We present a hypothesis-driven simulation workflow for screening candidate CX agents before deployment. Synthetic customers react to agent responses and simulated tool outputs enable multi-step agentic workflows without invoking production backends. We use the Snowglobe simulator on Nubank's Card Delivery agent and its expanded successor, Card Management - Nubank's highest-volume chat-support agent in Brazil. Across 4 deployed versions, simulated and production version-level binary evaluator scores show high correlation. Simulation-guided iteration increased transactional net promoter score (tNPS) by 36.69 points in a live A/B test. We also screened open-weight configurations in over 16,000 simulated conversations. In a subsequent live A/B test, the selected model increased self-service rate (SSR) by 8.82 percentage points to the highest level observed at Nubank, with no statistically significant change in tNPS. Simulation made broad exploration of models, reasoning settings, and prompts feasible without customer exposure, enabling production improvements that would have been impractical to pursue through live experimentation alone. Comments: Subjects: Artificial Intelligence (cs.AI); Computation and Language (cs.CL) Cite as: arXiv:2609.30137 [cs.AI] (or arXiv:2609.30137v1 [cs.AI] for this version) https://doi.org/10.48550/arXiv.2609.30137 Focus to learn more arXiv-issued DOI via DataCite (pending registration) Submission history From: Kevin Rossell [view email] [v1] Thu, 24 Sep 2026 17:07:38 UTC (2,728 KB) Full-text links: Access Paper: View a PDF of the paper titled Screen Before You Serve: Simulation for Production Customer Experience AI Agents at 140M Scale, by Edesio Alcoba and 15 other authors View PDF HTML (experimental) TeX Source view license Current browse context: cs.AI new | recent | 2026-09 Change to browse by: cs cs.CL References & Citations NASA ADS Google Scholar Semantic Scholar export BibTeX citation Loading... BibTeX formatted citation × loading... Data provided by: Bookmark Bibliographic Tools Bibliographic and Citation Tools Bibliographic Explorer Toggle Bibliographic Explorer (What is the Explorer?) Connected Papers Toggle Connected Papers (What is Connected Papers?) Litmaps Toggle Litmaps (What is Litmaps?) scite.ai Toggle scite Smart Citations (What are Smart Citations?) Code, Data, Media Code, Data and Media Associated with this Article alphaXiv Toggle alphaXiv (What is alphaXiv?) Links to Code Toggle CatalyzeX Code Finder for Papers (What is CatalyzeX?) DagsHub Toggle DagsHub (What is DagsHub?) GotitPub Toggle Gotit.pub (What is GotitPub?) Huggingface Toggle Hugging Face (What is Huggingface?) ScienceCast Toggle ScienceCast (What is ScienceCast?) Demos Demos Replicate Toggle Replicate (What is Replicate?) Spaces Toggle Hugging Face Spaces (What is Spaces?) Spaces Toggle TXYZ.AI (What is TXYZ.AI?) Related Papers Recommenders and Search Tools Link to Influence Flower Influence Flower (What are Influence Flowers?) Core recommender toggle CORE Recommender (What is CORE?) Author Venue Institution Topic About arXivLabs arXivLabs: experimental projects with community collaborators arXivLabs is a framework that allows collaborators to develop and share new arXiv features directly on our website. Both individuals and organizations that work with arXivLabs have embraced and accepted our values of openness, community, excellence, and user data privacy. arXiv is committed to these values and only works with partners that adhere to them. Have an idea for a project that will add value for arXiv's community? Learn more about arXivLabs. Which authors of this paper are endorsers? | Disable MathJax (What is MathJax?)