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Wailing Ng, Mengze Hong, Chen Jason Zhang, Shiqi Fan

Public reference bibliography and cataloged PDF materials authored or published by Wailing Ng, Mengze Hong, Chen Jason Zhang, Shiqi Fan.

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Can LLM Agents Resolve Service Failures? Simulating Multi-Turn Complaint Handling under Information Asymmetry

Year: 2026 • Source: arxiv.org • Listed PDF

LLM agents are widely adopted in service chatbots for rule-guided support and information access, yet emotionally demanding complaint handling still relies heavily on human agents. We introduce ServiceBench, to our knowl...