In this paper, we introduce ECom-Bench, the first benchmark framework for evaluating LLM agent with multimodal capabilities in the e-commerce customer support domain. ECom-Bench features dynamic user simulation based on persona information collected from real e-commerce customer interactions and a realistic task dataset derived from authentic e-commerce dialogues. These tasks, covering a wide range of business scenarios, are designed to reflect real-world complexities, making ECom-Bench highly challenging. For instance, even advanced models like GPT-4o achieve only a 10-20% pass^3 metric in our benchmark, highlighting the substantial difficulties posed by complex e-commerce scenarios. Upon publication, the code and data will be open-sourced to facilitate further research and development in this domain.
Large language models (LLMs) are rapidly evolving from passive engines of text generation into agentic entities that can plan, remember, invoke external tools, and co-operate with one another. This perspective paper investigates how such LLM agents (and societies thereof) can transform the design space of recommender systems. We introduce a unified formalism that (i) models an individual agent as a tuple comprising its language core, tool set, and hierarchical memory, and (ii) captures a multi-agent recommender as a triple of agents, shared environment, and communication protocol. Within this framework, we present four end-to-end use cases-interactive party planning, synthetic user-simulation for offline evaluation, multi-modal furniture recommendation, and brand-aligned explanation generation-each illustrating a distinct capability unlocked by agentic orchestration. We then surface five cross-cutting challenge families: protocol complexity, scalability, hallucination and error propagation, emergent misalignment (including covert collusion), and brand compliance. For each, we formalize the problem, review nascent mitigation strategies, and outline open research questions. The result is both a blueprint and an agenda: a blueprint that shows how memory-augmented, tool-using LLM agents can be composed into robust recommendation pipelines, and an agenda inviting the RecSys community to develop benchmarks, theoretical guarantees, and governance tools that keep pace with this new degree of autonomy. By unifying agentic abstractions with recommender objectives, the paper lays the groundwork for the next generation of personalized, trustworthy, and context-rich recommendation services.
Interactive recommendation is a typical information-seeking task that allows users to interactively express their needs through natural language and obtain personalized recommendations. Large language model-powered (LLM-powered) agents have become a new paradigm in interactive recommendations, effectively capturing users' real-time needs and enhancing personalized experiences. However, due to limited planning and generalization capabilities, existing formulations of LLM-powered interactive recommender agents struggle to effectively address diverse and complex user intents, such as intuitive, unrefined, or occasionally ambiguous requests. To tackle this challenge, we propose a novel thought-augmented interactive recommender agent system (TAIRA) that addresses complex user intents through distilled thought patterns. Specifically, TAIRA is designed as an LLM-powered multi-agent system featuring a manager agent that orchestrates recommendation tasks by decomposing user needs and planning subtasks, with its planning capacity strengthened through Thought Pattern Distillation (TPD), a thought-augmentation method that extracts high-level thoughts from the agent's and human experts' experiences. Moreover, we designed a set of user simulation schemes to generate personalized queries of different difficulties and evaluate the recommendations based on specific datasets. Through comprehensive experiments conducted across multiple datasets, TAIRA exhibits significantly enhanced performance compared to existing methods. Notably, TAIRA shows a greater advantage on more challenging tasks while generalizing effectively on novel tasks, further validating its superiority in managing complex user intents within interactive recommendation systems. The code is publicly available at:https://github.com/Alcein/TAIRA.
Recommender systems (RS) are increasingly vulnerable to shilling attacks, where adversaries inject fake user profiles to manipulate system outputs. Traditional attack strategies often rely on simplistic heuristics, require access to internal RS data, and overlook the manipulation potential of textual reviews. In this work, we introduce Agent4SR, a novel framework that leverages Large Language Model (LLM)-based agents to perform low-knowledge, high-impact shilling attacks through both rating and review generation. Agent4SR simulates realistic user behavior by orchestrating adversarial interactions, selecting items, assigning ratings, and crafting reviews, while maintaining behavioral plausibility. Our design includes targeted profile construction, hybrid memory retrieval, and a review attack strategy that propagates target item features across unrelated reviews to amplify manipulation. Extensive experiments on multiple datasets and RS architectures demonstrate that Agent4SR outperforms existing low-knowledge baselines in both effectiveness and stealth. Our findings reveal a new class of emergent threats posed by LLM-driven agents, underscoring the urgent need for enhanced defenses in modern recommender systems.
Conversational Recommender Systems (CRSs) engage users in multi-turn interactions to deliver personalized recommendations. The emergence of large language models (LLMs) further enhances these systems by enabling more natural and dynamic user interactions. However, a key challenge remains in understanding how personality traits shape conversational recommendation outcomes. Psychological evidence highlights the influence of personality traits on user interaction behaviors. To address this, we introduce an LLM-based personality-aware user simulation for CRSs (PerCRS). The user agent induces customizable personality traits and preferences, while the system agent possesses the persuasion capability to simulate realistic interaction in CRSs. We incorporate multi-aspect evaluation to ensure robustness and conduct extensive analysis from both user and system perspectives. Experimental results demonstrate that state-of-the-art LLMs can effectively generate diverse user responses aligned with specified personality traits, thereby prompting CRSs to dynamically adjust their recommendation strategies. Our experimental analysis offers empirical insights into the impact of personality traits on the outcomes of conversational recommender systems.
Simulating user search behavior is a critical task in information retrieval, which can be employed for user behavior modeling, data augmentation, and system evaluation. Recent advancements in large language models (LLMs) have opened up new possibilities for generating human-like actions including querying, browsing, and clicking. In this work, we explore the integration of human-like thinking into search simulations by leveraging LLMs to simulate users' hidden cognitive processes. Specifically, given a search task and context, we prompt LLMs to first think like a human before executing the corresponding action. As existing search datasets do not include users' thought processes, we conducted a user study to collect a new dataset enriched with users' explicit thinking. We investigate the impact of incorporating such human-like thinking on simulation performance and apply supervised fine-tuning (SFT) to teach LLMs to emulate both human thinking and actions. Our experiments span two dimensions in leveraging LLMs for user simulation: (1) with or without explicit thinking, and (2) with or without fine-tuning on the thinking-augmented dataset. The results demonstrate the feasibility and potential of incorporating human-like thinking in user simulations, though performance improvements on some metrics remain modest. We believe this exploration provides new avenues and inspirations for advancing user behavior modeling in search simulations.
User simulation is an emerging interdisciplinary topic with multiple critical applications in the era of Generative AI. It involves creating an intelligent agent that mimics the actions of a human user interacting with an AI system, enabling researchers to model and analyze user behaviour, generate synthetic data for training, and evaluate interactive AI systems in a controlled and reproducible manner. User simulation has profound implications for diverse fields and plays a vital role in the pursuit of Artificial General Intelligence. This paper provides an overview of user simulation, highlighting its key applications, connections to various disciplines, and outlining future research directions to advance this increasingly important technology.
Scenario-based training has been widely adopted in many public service sectors. Recent advancements in Large Language Models (LLMs) have shown promise in simulating diverse personas to create these training scenarios. However, little is known about how LLMs can be developed to simulate victims for scenario-based training purposes. In this paper, we introduce VicSim (victim simulator), a novel model that addresses three key dimensions of user simulation: informational faithfulness, emotional dynamics, and language style (e.g., grammar usage). We pioneer the integration of scenario-based victim modeling with GAN-based training workflow and key-information-based prompting, aiming to enhance the realism of simulated victims. Our adversarial training approach teaches the discriminator to recognize grammar and emotional cues as reliable indicators of synthetic content. According to evaluations by human raters, the VicSim model outperforms GPT-4 in terms of human-likeness.
Recent advancements in proactive dialogues have garnered significant attention, particularly for more complex objectives (e.g. emotion support and persuasion). Unlike traditional task-oriented dialogues, proactive dialogues demand advanced policy planning and adaptability, requiring rich scenarios and comprehensive policy repositories to develop such systems. However, existing approaches tend to rely on Large Language Models (LLMs) for user simulation and online learning, leading to biases that diverge from realistic scenarios and result in suboptimal efficiency. Moreover, these methods depend on manually defined, context-independent, coarse-grained policies, which not only incur high expert costs but also raise concerns regarding their completeness. In our work, we highlight the potential for automatically discovering policies directly from raw, real-world dialogue records. To this end, we introduce a novel dialogue policy planning framework, LDPP. It fully automates the process from mining policies in dialogue records to learning policy planning. Specifically, we employ a variant of the Variational Autoencoder to discover fine-grained policies represented as latent vectors. After automatically annotating the data with these latent policy labels, we propose an Offline Hierarchical Reinforcement Learning (RL) algorithm in the latent space to develop effective policy planning capabilities. Our experiments demonstrate that LDPP outperforms existing methods on two proactive scenarios, even surpassing ChatGPT with only a 1.8-billion-parameter LLM.
The believable simulation of multi-user behavior is crucial for understanding complex social systems. Recently, large language models (LLMs)-based AI agents have made significant progress, enabling them to achieve human-like intelligence across various tasks. However, real human societies are often dynamic and complex, involving numerous individuals engaging in multimodal interactions. In this paper, taking e-commerce scenarios as an example, we present LMAgent, a very large-scale and multimodal agents society based on multimodal LLMs. In LMAgent, besides freely chatting with friends, the agents can autonomously browse, purchase, and review products, even perform live streaming e-commerce. To simulate this complex system, we introduce a self-consistency prompting mechanism to augment agents' multimodal capabilities, resulting in significantly improved decision-making performance over the existing multi-agent system. Moreover, we propose a fast memory mechanism combined with the small-world model to enhance system efficiency, which supports more than 10,000 agent simulations in a society. Experiments on agents' behavior show that these agents achieve comparable performance to humans in behavioral indicators. Furthermore, compared with the existing LLMs-based multi-agent system, more different and valuable phenomena are exhibited, such as herd behavior, which demonstrates the potential of LMAgent in credible large-scale social behavior simulations.
Recent approaches in Conversational Recommender Systems (CRSs) have tried to simulate real-world users engaging in conversations with CRSs to create more realistic testing environments that reflect the complexity of human-agent dialogue. Despite the significant advancements, reliably evaluating the capability of CRSs to elicit user preferences still faces a significant challenge. Existing evaluation metrics often rely on target-biased user simulators that assume users have predefined preferences, leading to interactions that devolve into simplistic guessing game. These simulators typically guide the CRS toward specific target items based on fixed attributes, limiting the dynamic exploration of user preferences and struggling to capture the evolving nature of real-user interactions. Additionally, current evaluation metrics are predominantly focused on single-turn recall of target items, neglecting the intermediate processes of preference elicitation. To address this, we introduce PEPPER, a novel CRS evaluation protocol with target-free user simulators constructed from real-user interaction histories and reviews. PEPPER enables realistic user-CRS dialogues without falling into simplistic guessing games, allowing users to gradually discover their preferences through enriched interactions, thereby providing a more accurate and reliable assessment of the CRS's ability to elicit personal preferences. Furthermore, PEPPER presents detailed measures for comprehensively evaluating the preference elicitation capabilities of CRSs, encompassing both quantitative and qualitative measures that capture four distinct aspects of the preference elicitation process. Through extensive experiments, we demonstrate the validity of PEPPER as a simulation environment and conduct a thorough analysis of how effectively existing CRSs perform in preference elicitation and recommendation.
Large multimodal models (LMMs) with advanced video analysis capabilities have recently garnered significant attention. However, most evaluations rely on traditional methods like multiple-choice questions in benchmarks such as VideoMME and LongVideoBench, which are prone to lack the depth needed to capture the complex demands of real-world users. To address this limitation-and due to the prohibitive cost and slow pace of human annotation for video tasks-we introduce VideoAutoArena, an arena-style benchmark inspired by LMSYS Chatbot Arena's framework, designed to automatically assess LMMs' video analysis abilities. VideoAutoArena utilizes user simulation to generate open-ended, adaptive questions that rigorously assess model performance in video understanding. The benchmark features an automated, scalable evaluation framework, incorporating a modified ELO Rating System for fair and continuous comparisons across multiple LMMs. To validate our automated judging system, we construct a 'gold standard' using a carefully curated subset of human annotations, demonstrating that our arena strongly aligns with human judgment while maintaining scalability. Additionally, we introduce a fault-driven evolution strategy, progressively increasing question complexity to push models toward handling more challenging video analysis scenarios. Experimental results demonstrate that VideoAutoArena effectively differentiates among state-of-the-art LMMs, providing insights into model strengths and areas for improvement. To further streamline our evaluation, we introduce VideoAutoBench as an auxiliary benchmark, where human annotators label winners in a subset of VideoAutoArena battles. We use GPT-4o as a judge to compare responses against these human-validated answers. Together, VideoAutoArena and VideoAutoBench offer a cost-effective, and scalable framework for evaluating LMMs in user-centric video analysis.
Large language model-based agents are increasingly applied in the recommendation field due to their extensive knowledge and strong planning capabilities. While prior research has primarily focused on enhancing either the recommendation agent or the user agent individually, the collaborative interaction between the two has often been overlooked. Towards this research gap, we propose a novel framework that emphasizes the feedback loop process to facilitate the collaboration between the recommendation agent and the user agent. Specifically, the recommendation agent refines its understanding of user preferences by analyzing the feedback from the user agent on the item recommendation. Conversely, the user agent further identifies potential user interests based on the items and recommendation reasons provided by the recommendation agent. This iterative process enhances the ability of both agents to infer user behaviors, enabling more effective item recommendations and more accurate user simulations. Extensive experiments on three datasets demonstrate the effectiveness of the agentic feedback loop: the agentic feedback loop yields an average improvement of 11.52% over the single recommendation agent and 21.12% over the single user agent. Furthermore, the results show that the agentic feedback loop does not exacerbate popularity or position bias, which are typically amplified by the real-world feedback loop, highlighting its robustness. The source code is available at https://github.com/Lanyu0303/AFL.
Conversational systems must be robust to user interactions that naturally exhibit diverse conversational traits. Capturing and simulating these diverse traits coherently and efficiently presents a complex challenge. This paper introduces Multi-Trait Adaptive Decoding (mTAD), a method that generates diverse user profiles at decoding-time by sampling from various trait-specific Language Models (LMs). mTAD provides an adaptive and scalable approach to user simulation, enabling the creation of multiple user profiles without the need for additional fine-tuning. By analyzing real-world dialogues from the Conversational Task Assistant (CTA) domain, we identify key conversational traits and developed a framework to generate profile-aware dialogues that enhance conversational diversity. Experimental results validate the effectiveness of our approach in modeling single-traits using specialized LMs, which can capture less common patterns, even in out-of-domain tasks. Furthermore, the results demonstrate that mTAD is a robust and flexible framework for combining diverse user simulators.
Evaluation of policies in recommender systems typically involves A/B testing using live experiments on real users to assess a new policy's impact on relevant metrics. This ``gold standard'' comes at a high cost, however, in terms of cycle time, user cost, and potential user retention. In developing policies for ``onboarding'' new users, these costs can be especially problematic, since on-boarding occurs only once. In this work, we describe a simulation methodology used to augment (and reduce) the use of live experiments. We illustrate its deployment for the evaluation of ``preference elicitation'' algorithms used to onboard new users of the YouTube Music platform. By developing counterfactually robust user behavior models, and a simulation service that couples such models with production infrastructure, we are able to test new algorithms in a way that reliably predicts their performance on key metrics when deployed live. We describe our domain, our simulation models and platform, results of experiments and deployment, and suggest future steps needed to further realistic simulation as a powerful complement to live experiments.
Existing Conversational Recommender Systems (CRS) predominantly utilize user simulators for training and evaluating recommendation policies. These simulators often oversimplify the complexity of user interactions by focusing solely on static item attributes, neglecting the rich, evolving preferences that characterize real-world user behavior. This limitation frequently leads to models that perform well in simulated environments but falter in actual deployment. Addressing these challenges, this paper introduces the Tri-Phase Offline Policy Learning-based Conversational Recommender System (TCRS), which significantly reduces dependency on real-time interactions and mitigates overfitting issues prevalent in traditional approaches. TCRS integrates a model-based offline learning strategy with a controllable user simulation that dynamically aligns with both personalized and evolving user preferences. Through comprehensive experiments, TCRS demonstrates enhanced robustness, adaptability, and accuracy in recommendations, outperforming traditional CRS models in diverse user scenarios. This approach not only provides a more realistic evaluation environment but also facilitates a deeper understanding of user behavior dynamics, thereby refining the recommendation process.
User simulation is a promising approach for automatically training and evaluating conversational information access agents, enabling the generation of synthetic dialogues and facilitating reproducible experiments at scale. However, the objectives of user simulation for the different uses remain loosely defined, hindering the development of effective simulators. In this work, we formally characterize the distinct objectives for user simulators: training aims to maximize behavioral similarity to real users, while evaluation focuses on the accurate prediction of real-world conversational agent performance. Through an empirical study, we demonstrate that optimizing for one objective does not necessarily lead to improved performance on the other. This finding underscores the need for tailored design considerations depending on the intended use of the simulator. By establishing clear objectives and proposing concrete measures to evaluate user simulators against those objectives, we pave the way for the development of simulators that are specifically tailored to their intended use, ultimately leading to more effective conversational agents.
We present a methodology to systematically test conversational recommender systems with regards to conversational breakdowns. It involves examining conversations generated between the system and simulated users for a set of pre-defined breakdown types, extracting responsible conversational paths, and characterizing them in terms of the underlying dialogue intents. User simulation offers the advantages of simplicity, cost-effectiveness, and time efficiency for obtaining conversations where potential breakdowns can be identified. The proposed methodology can be used as diagnostic tool as well as a development tool to improve conversational recommendation systems. We apply our methodology in a case study with an existing conversational recommender system and user simulator, demonstrating that with just a few iterations, we can make the system more robust to conversational breakdowns.
Reinforcement learning (RL) recommender systems often rely on static datasets that fail to capture the fluid, ever changing nature of user preferences in real-world scenarios. Meanwhile, generative AI techniques have emerged as powerful tools for creating synthetic data, including user profiles and behaviors. Recognizing this potential, we introduce Lusifer, an LLM-based simulation environment designed to generate dynamic, realistic user feedback for RL-based recommender training. In Lusifer, user profiles are incrementally updated at each interaction step, with Large Language Models (LLMs) providing transparent explanations of how and why preferences evolve. We focus on the MovieLens dataset, extracting only the last 40 interactions for each user, to emphasize recent behavior. By processing textual metadata (such as movie overviews and tags) Lusifer creates more context aware user states and simulates feedback on new items, including those with limited or no prior ratings. This approach reduces reliance on extensive historical data and facilitates cold start scenario handling and adaptation to out of distribution cases. Our experiments compare Lusifer with traditional collaborative filtering models, revealing that while Lusifer can be comparable in predictive accuracy, it excels at capturing dynamic user responses and yielding explainable results at every step. These qualities highlight its potential as a scalable, ethically sound alternative to live user experiments, supporting iterative and user-centric evaluations of RL-based recommender strategies. Looking ahead, we envision Lusifer serving as a foundational tool for exploring generative AI-driven user simulations, enabling more adaptive and personalized recommendation pipelines under real world constraints.
Counterfactual learning to rank (CLTR) has attracted extensive attention in the IR community for its ability to leverage massive logged user interaction data to train ranking models. While the CLTR models can be theoretically unbiased when the user behavior assumption is correct and the propensity estimation is accurate, their effectiveness is usually empirically evaluated via simulation-based experiments due to a lack of widely-available, large-scale, real click logs. However, the mainstream simulation-based experiments are somewhat limited as they often feature a single, deterministic production ranker and simplified user simulation models to generate the synthetic click logs. As a result, the robustness of CLTR models in complex and diverse situations is largely unknown and needs further investigation. To address this problem, in this paper, we aim to investigate the robustness of existing CLTR models in a reproducibility study with extensive simulation-based experiments that (1) use both deterministic and stochastic production rankers, each with different ranking performance, and (2) leverage multiple user simulation models with different user behavior assumptions. We find that the DLA models and IPS-DCM show better robustness under various simulation settings than IPS-PBM and PRS with offline propensity estimation. Besides, the existing CLTR models often fail to outperform the naive click baselines when the production ranker has relatively high ranking performance or certain randomness, which suggests an urgent need for developing new CLTR algorithms that work for these settings.