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Enterprise IT support interactions are fundamentally diagnostic: effective resolution requires iterative evidence gathering from ambiguous user reports to identify an underlying root cause. While retrieval-augmented generation (RAG) provides grounding through historical cases, standard multi-turn RAG systems lack explicit diagnostic state and therefore struggle to accumulate evidence and resolve competing hypotheses across turns.


We introduce DQA, a diagnostic question-answering framework that maintains persistent diagnostic state and aggregates retrieved cases at the level of root causes rather than individual documents. DQA combines conversational query rewriting, retrieval aggregation, and state-conditioned response generation to support systematic troubleshooting under enterprise latency and context constraints.


We evaluate DQA on 150 anonymized enterprise IT support scenarios using a replay-based protocol. Averaged over three independent runs, DQA achieves a 78.7\% success rate under a trajectory-level success criterion, compared to 41.3\% for a multi-turn RAG baseline, while reducing average turns from 8.4 to 3.9. This improvement reflects the benefit of explicitly representing competing explanations and aggregating evidence across turns in unscripted troubleshooting.

ACL 2026

DQA: Diagnostic Question Answering for IT Support

It is my great pleasure and honor to welcome you to the 64th Annual Meeting of the Association for Computational Linguistics (ACL 2026), held in San Diego, California, USA, July 2–7, 2026. ACL 2026 continues our fields tradition of excellence in scholarship, innovation, and inclusivity, and I am deeply grateful to the many volunteers who have worked tirelessly to bring this event to life.

It is exciting to see the many developments in the field reflected at our conference, such as the advancement of large language models (born out of our community) into many application directions. This is not without challenges, partly due to unsolved problems, and partly due to misuse of the technology. All this is reflected well at ACL 2026. The conference also reflects that the field is not only about advancing technology, but also the science of fundamentally understanding language and how it is use by many different speaker communities. <br>
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The 64th Annual Meeting of the Association for Computational Linguistics (ACL 2026) will take place in San Diego, California, from July 2 - 7, 2026.

poster

We introduce Agentic Economic Modeling (AEM), a framework that aligns synthetic LLM choices with small-sample human evidence for reliable econometric inference. AEM first generates task-conditioned synthetic choices via LLMs, then learns a bias-correction mapping from task features and raw LLM choices to human-aligned choices, upon which standard econometric estimators perform inference to recover demand elasticities and treatment effects. We validate AEM in two experiments. In a large scale conjoint study with millions of observations, using only 10\% of the original data to fit the correction model lowers the error of the demand-parameter estimates, while uncorrected LLM choices even increase the errors. In a regional field experiment, a mixture model calibrated on 10\% of geographic regions estimates an out-of-domain treatment effect of -65$\pm$10 bps, closely matching the full human experiment (-60$\pm$8 bps). Under time-wise extrapolation, training with only day-one human data yields -24 bps (95\% CI: [-26, -22], p$<$1e-5), improving over the human-only day-one baseline (-17 bps, 95\% CI: [-43, +9], p=0.2049). These results demonstrate AEM's potential to improve RCT efficiency and establish a foundation method for LLM-based counterfactual generation.

Agentic Economic Modeling

Reinforcement learning (RL) has become a cornerstone of the post-training pipeline for large language models (LLMs), enabling capabilities such as complex reasoning and tool use. However, standard RL approaches face significant challenges due to reward sparsity. Moreover, LLMs typically exhibit mode-seeking behavior, concentrating probability mass on high-likelihood regions. This lack of diversity biases the model toward premature exploitation, hindering the exploration necessary for optimal learning. To address this, we propose VEG (verbal $\epsilon$-greedy), a novel framework that leverages external feedback as a dynamic control variable to explicitly balance exploration and exploitation within the semantic space. This method not only supplements sparse final rewards with intermediate signals but also enforces sustained exploration throughout the training process. Experiments on Tau Bench and SearchQA demonstrate that our method achieves superior accuracy compared to standard RL baselines. Notably, the trained policy eventually outperforms the external feedback model itself, demonstrating that VEG enables the agent to effectively filter and improve upon the guidance it receives.

VEG: Verbal $\epsilon$-greedy for Semantic Exploration in Multi-Turn RL Agents

Traditional phishing website detection relies on static heuristics or reference lists, which lag behind rapidly evolving attacks. 
While recent systems incorporate large language models (LLMs), they are still prompt-based, deterministic pipelines that underutilize reasoning capability.
We present MemoPhishAgent (MPA), a memory-augmented multi-modal LLM agent that dynamically orchestrates phishing-specific tools and leverages episodic memories of past reasoning trajectories to guide decisions on recurring and novel threats.
On two public datasets, MPA outperforms three state-of-the-art (SOTA) baselines, improving recall by 13.6\%.
To better reflect realistic, user-facing phishing detection performance, we further evaluate MPA on a benchmark of real-world suspicious URLs actively crawled from five social media platforms, where it improves recall by 20\%.
Detailed analysis shows episodic memory contributes up to 27\% recall gain without introducing additional computational overhead.
The ablation study confirms the necessity of the agent-based approach compared to prompt-based baselines and validates the effectiveness of our tool design.
Finally, MPA is deployed in production, processing $\sim60K$ targeted high-risk URLs weekly, and achieving 91.44\% recall, providing proactive protection for millions of customers.
Together, our results show that combining multi-modal reasoning with episodic memory yields robust, adaptable phishing detection in realistic user-exposure settings.

MemoPhishAgent: Memory-Augmented Multi-Modal LLM Agent for Phishing URL Detection

Interactive large language model (LLM) agents operating via multi-turn dialogue and multi-step tool calling are increasingly used in production. Benchmarks for these agents must both reliably compare models and yield on-policy training data. Prior agentic benchmarks (e.g., tau-bench, tau^2-bench, AppWorld) rely on fully deterministic backends, which are costly to build and iterate. We propose Proxy State-Based Evaluation, an LLM-driven simulation framework that preserves final state-based evaluation without a deterministic database. Specifically, a scenario specifies the user goal, user/system facts, expected final state, and expected agent behavior, and an LLM state tracker infers a structured proxy state from the full interaction trace. LLM judges then verify goal completion and detect tool/user hallucinations against scenario constraints. Empirically, our benchmark produces stable, model-differentiating rankings across families and inference-time reasoning efforts, and its on- and off-policy rollouts provide supervision that transfers to unseen scenarios. Careful scenario specification yields near-zero simulator hallucination rates, as supported by ablation studies. The framework also supports sensitivity analyses over user personas. Human-LLM judge agreement exceeds 90%, indicating reliable automated evaluation. Overall, proxy state-based evaluation offers a practical, scalable alternative to deterministic agentic benchmarks for industrial LLM agents.

Toward Scalable Verifiable Reward: Proxy State-Based Evaluation for Multi-turn Tool-Calling LLM Agents

Large language models (LLMs) are increasingly being deployed in cost- and latency-sensitive settings. While chain-of-thought improves reasoning, it can waste tokens on simple requests. We study selective thinking for tool-using LLMs and introduce Adaptive Rejection Sampling (Ada-RS), an algorithm-agnostic sample filtering framework for learning selective and efficient reasoning. For each given context, Ada-RS scores multiple sampled completions with an adaptive length-penalized reward then applies stochastic rejection sampling to retain only high-reward candidates (or preference pairs) for downstream optimization. We demonstrate how Ada-RS plugs into both preference pair (e.g. DPO) or grouped policy optimization strategies (e.g. DAPO). Using Qwen3-8B with LoRA on a synthetic tool call-oriented e-commerce benchmark, Ada-RS improves the accuracy-efficiency frontier over standard algorithms by reducing average output tokens by up to ∼80% and reducing thinking rate by up to ∼95% while maintaining or improving tool call accuracy. These results highlight that training signal selection is a powerful lever for efficient reasoning in latency-sensitive deployments.

Ada-RS: Adaptive Rejection Sampling for Selective Thinking

Multimodal large language models (MLLMs) are effective at capturing the semantics of short video content; however, they often fail to attend to the policy-specific details required for reliable content moderation.
To address this limitation, we introduce IPS, a novel framework that integrates In-prompt Process Supervision into MLLMs by introducing sequential reasoning over ancillary questions during fine-tuning. 
IPS consistently outperforms baseline MLLMs on public and proprietary benchmarks.
Moreover, replacing human-annotated ancillary labels with MLLM-generated ones results in only marginal performance degradation, demonstrating robustness to noisy supervision and strong scalability with model-generated annotations.
These findings establish IPS as a scalable and effective solution for complex multimodal classification in large-scale industrial settings.

IPS: In-Prompt Process Supervision for Short Video Content Moderation

Cascaded LLM systems coordinate models of varying sizes with human experts to balance accuracy, cost, and abstention under uncertainty. However, single-model tiers at each stage falter on ambiguous queries, triggering premature escalations to costlier models or experts due to under-confidence and inefficient compute scaling. **CascadeDebate** addresses this critical gap by inserting multi-agent deliberation directly at each tier's escalation boundary. Confidence-based routers activate lightweight agent ensembles only for uncertain cases, enabling consensus-driven resolution of ambiguities internally, without invoking higher-cost upgrades. Our unified architecture alternates single-model inference with selective multi-agent deliberation across model scales, culminating in human experts as final fallback. This design scales test-time compute dynamically to query difficulty. Across five benchmarks spanning science, medicine, and general knowledge, CascadeDebate outperforms strong single-model cascades and standalone multi-agent systems by up to 26.75%.
An online threshold optimizer proves essential, boosting accuracy 20.98–52.33% relative improvement over fixed policies and enabling elastic adaptation to real-world distributions.

CascadeDebate: Multi-Agent Deliberation for Cost-Aware LLM Cascades

Large Language Model (LLM)-based agents show promise for e-commerce conversational shopping, yet existing implementations lack the interaction depth and contextual breadth required for complex product research. Meanwhile, the Deep Research paradigm, despite advancing information synthesis in web search, suffers from domain gaps when transferred to e-commerce. We propose ProductResearch, a multi-agent framework that synthesizes high-fidelity, long-horizon tool-use trajectories for training robust e-commerce shopping agents. The framework employs a User Agent to infer nuanced shopping intents from behavioral histories, and a Supervisor Agent that orchestrates iterative collaboration with a Research Agent to generate synthetic trajectories culminating in comprehensive, insightful product research reports. These trajectories are rigorously filtered and distilled through a reflective internalization process that consolidates multi-agent supervisory interactions into coherent single-role training examples, enabling effective fine-tuning of LLM agents for complex shopping inquiries. Extensive experiments show that a compact MoE model fine-tuned on our synthetic data achieves substantial improvements over its base model in response comprehensiveness, research depth, and user-perceived utility, approaching the performance of frontier proprietary deep research systems and establishing multi-agent synthetic trajectory training as an effective and scalable paradigm for enhancing LLM-based shopping assistance.

ProductResearch: Training E-Commerce Deep Research Agents via Multi-Agent Synthetic Trajectory Distillation

Structured information extraction from long, multilingual scanned financial documents is a core requirement in industrial KYC and compliance workflows. These documents are typically non-machine-readable, noisy, and visually heterogeneous. They usually span dozens of pages while containing only sparse task-relevant information. Although recent vision–language models (VLMs) achieve strong benchmark performance, directly applying them end-to-end to full financial reports often leads to unreliable extraction under real-world conditions.


We present a multistage extraction framework that integrates image preprocessing, multilingual OCR, hybrid page-level retrieval, and compact VLM-based structured extraction. The design separates page localization from multimodal reasoning, enabling more accurate extraction from complex multi-page documents.


We evaluated the framework on 120 production KYC documents comprising about 3000 multilingual scanned pages. Across multiple OCR–VLM combinations, the proposed pipeline consistently outperforms direct PDF-to-VLM baselines, improving field-level accuracy by up to 31.9 percentage points. The best configuration, PaddleOCR with MiniCPM-o-2.6, achieves 87.27% accuracy. Ablation studies show that page-level retrieval is the dominant factor in performance improvements, particularly for complex financial statements and non-English documents.

A Multistage Extraction Pipeline for Long Scanned Financial Documents: An Empirical Study in Industrial KYC Workflows

Legal texts often contain computational legal clauses—provisions whose understanding requires complex logic. While frontier Large Reasoning Models (LRMs) can describe such clauses, building production-ready systems is limited by reasoning errors and the high cost of inference. We propose Amortized Intelligence, a neuro-symbolic approach where we use an LLM once to translate a legal text into Deterministic Autonomous Contract Language (DACL): a typed graph intermediate representation. Adjudication then relies on deterministic graph executions with a visually auditable trace. In comparison against runtime LRM baselines (including GPT-5.2 and Gemini 3 Pro), our DACL-based Agent achieves near-perfect consistency and mitigates the "reasoning cliff" observed in probabilistic models. The system reduces compute costs by over 90% in high-volume workflows while satisfying the strict auditability requirements of legal adjudication.

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