Daily Papers

Traditional customer support systems, such as Interactive Voice Response (IVR), rely on rigid scripts and lack the flexibility required for handling complex, policy-driven tasks. While large language model (LLM) agents offer a promising alternative, evaluating their ability to act in accordance with business rules and real-world support workflows remains an open challenge. Existing benchmarks primarily focus on tool usage or task completion, overlooking an agent's capacity to adhere to multi-step policies, navigate task dependencies, and remain robust to unpredictable user or environment behavior. In this work, we introduce JourneyBench, a benchmark designed to assess policy-aware agents in customer support. JourneyBench leverages graph representations to generate diverse, realistic support scenarios and proposes the User Journey Coverage Score, a novel metric to measure policy adherence. We evaluate multiple state-of-the-art LLMs using two agent designs: a Static-Prompt Agent (SPA) and a Dynamic-Prompt Agent (DPA) that explicitly models policy control. Across 703 conversations in three domains, we show that DPA significantly boosts policy adherence, even allowing smaller models like GPT-4o-mini to outperform more capable ones like GPT-4o. Our findings demonstrate the importance of structured orchestration and establish JourneyBench as a critical resource to advance AI-driven customer support beyond IVR-era limitations.

Ancillaries have become a major source of revenue and profitability in the travel industry. Yet, conventional pricing strategies are based on business rules that are poorly optimized and do not respond to changing market conditions. This paper describes the dynamic pricing model developed by Deepair solutions, an AI technology provider for travel suppliers. We present a pricing model that provides dynamic pricing recommendations specific to each customer interaction and optimizes expected revenue per customer. The unique nature of personalized pricing provides the opportunity to search over the market space to find the optimal price-point of each ancillary for each customer, without violating customer privacy. In this paper, we present and compare three approaches for dynamic pricing of ancillaries, with increasing levels of sophistication: (1) a two-stage forecasting and optimization model using a logistic mapping function; (2) a two-stage model that uses a deep neural network for forecasting, coupled with a revenue maximization technique using discrete exhaustive search; (3) a single-stage end-to-end deep neural network that recommends the optimal price. We describe the performance of these models based on both offline and online evaluations. We also measure the real-world business impact of these approaches by deploying them in an A/B test on an airline's internet booking website. We show that traditional machine learning techniques outperform human rule-based approaches in an online setting by improving conversion by 36% and revenue per offer by 10%. We also provide results for our offline experiments which show that deep learning algorithms outperform traditional machine learning techniques for this problem. Our end-to-end deep learning model is currently being deployed by the airline in their booking system.

Existing AI benchmarks for software automation rarely combine cross-application coordination, autonomous API discovery, and policy adherence. Real business workflows demand all three: a single task may span a CRM, inbox, calendar, and messaging platform - requiring the agent to find the right endpoints, follow a policy document, and write correct data to each system. To address this gap, we introduce AutomationBench, a benchmark for evaluating AI agents on cross-application workflow orchestration via REST APIs. Drawing on real workflow patterns from Zapier's platform, tasks span Sales, Marketing, Operations, Support, Finance, and HR domains. Agents must discover relevant endpoints themselves, follow layered business rules, and navigate environments with irrelevant and sometimes misleading records. Grading is programmatic and end-state only: whether the correct data ended up in the right systems. Even the best frontier models currently score below 10%. AutomationBench provides a challenging, realistic measure of where current models stand relative to the agentic capabilities businesses actually need.

Like any other discipline, Large Language Models (LLMs) have significantly impacted software engineering by helping developers generate the required artifacts across various phases of software development. This paper presents a case study comparing the performance of popular LLMs GPT, Claude, Gemini, and DeepSeek in generating functional specifications that include use cases, business rules, and collaborative workflows for a web application, the Mess Management System. The study evaluated the quality of LLM generated use cases, business rules, and collaborative workflows in terms of their syntactic and semantic correctness, consistency, non ambiguity, and completeness compared to the reference specifications against the zero-shot prompted problem statement. Our results suggested that all four LLMs can specify syntactically and semantically correct, mostly non-ambiguous artifacts. Still, they may be inconsistent at times and may differ significantly in the completeness of the generated specification. Claude and Gemini generated all the reference use cases, with Claude achieving the most complete but somewhat redundant use case specifications. Similar results were obtained for specifying workflows. However, all four LLMs struggled to generate relevant Business Rules, with DeepSeek generating the most reference rules but with less completeness. Overall, Claude generated more complete specification artifacts, while Gemini was more precise in the specifications it generated.

Large Language Model (LLM)-based agentic systems rely on in-context policy documents encoding diverse business rules. As requirements grow, these documents expand rapidly, causing high computational overhead. This motivates developing internalization methods that embed policy documents into model priors while preserving performance. Prior prompt compression work targets generic prompts, but agentic policy documents span multiple complexity levels and require deeper reasoning, making internalization harder. We introduce CC-Gen, an agentic benchmark generator with Controllable Complexity across four levels, enabling systematic evaluation of agents' ability to handle complexity and offering a unified framework for assessing policy internalization. Our analysis shows that complex policy specifications governing workflows pose major reasoning challenges. Supporting internalization with gold user agent interaction trajectories containing chain-of-thought (CoT) annotations via supervised fine-tuning (SFT) is data-intensive and degrades sharply as policy complexity increases. To mitigate data and reasoning burdens, we propose Category-Aware Policy Continued Pretraining (CAP-CPT). Our automated pipeline parses policy documents to extract key specifications, grouping them into factual, behavioral, and conditional categories, and isolating complex conditions that drive workflow complexity. This guides targeted data synthesis and enables agents to internalize policy information through an autoregressive pretraining loss. Experiments show CAP-CPT improves SFT baselines in all settings, with up to 41% and 22% gains on Qwen-3-32B, achieving 97.3% prompt length reduction on CC-Gen and further enhancing tau-Bench with minimal SFT data.

Despite substantial advancements, Natural Language Processing (NLP) models often require post-training adjustments to enforce business rules, rectify undesired behavior, and align with user values. These adjustments involve operationalizing "concepts"--dictating desired model responses to certain inputs. However, it's difficult for a single entity to enumerate and define all possible concepts, indicating a need for a multi-user, collaborative model alignment framework. Moreover, the exhaustive delineation of a concept is challenging, and an improper approach can create shortcuts or interfere with original data or other concepts. To address these challenges, we introduce CoDev, a framework that enables multi-user interaction with the model, thereby mitigating individual limitations. CoDev aids users in operationalizing their concepts using Large Language Models, and relying on the principle that NLP models exhibit simpler behaviors in local regions. Our main insight is learning a local model for each concept, and a global model to integrate the original data with all concepts. We then steer a large language model to generate instances within concept boundaries where local and global disagree. Our experiments show CoDev is effective at helping multiple users operationalize concepts and avoid interference for a variety of scenarios, tasks, and models.

In this paper, we conduct a study to utilize LLMs as a solution for decision making that requires complex data analysis. We define Decision QA as the task of answering the best decision, d_{best}, for a decision-making question Q, business rules R and a database D. Since there is no benchmark that can examine Decision QA, we propose Decision QA benchmark, DQA. It has two scenarios, Locating and Building, constructed from two video games (Europa Universalis IV and Victoria 3) that have almost the same goal as Decision QA. To address Decision QA effectively, we also propose a new RAG technique called the iterative plan-then-retrieval augmented generation (PlanRAG). Our PlanRAG-based LM generates the plan for decision making as the first step, and the retriever generates the queries for data analysis as the second step. The proposed method outperforms the state-of-the-art iterative RAG method by 15.8% in the Locating scenario and by 7.4% in the Building scenario, respectively. We release our code and benchmark at https://github.com/myeon9h/PlanRAG.

Optimization modeling via mixed-integer linear programming (MILP) is fundamental to industrial planning and scheduling, yet translating natural-language requirements into solver-executable models and maintaining them under evolving business rules remains highly expertise-intensive. While large language models (LLMs) offer promising avenues for automation, existing methods often suffer from low data efficiency, limited solver-level validity, and poor scalability to industrial-scale problems. To address these challenges, we present EvoOpt-LLM, a unified LLM-based framework supporting the full lifecycle of industrial optimization modeling, including automated model construction, dynamic business-constraint injection, and end-to-end variable pruning. Built on a 7B-parameter LLM and adapted via parameter-efficient LoRA fine-tuning, EvoOpt-LLM achieves a generation rate of 91% and an executability rate of 65.9% with only 3,000 training samples, with critical performance gains emerging under 1,500 samples. The constraint injection module reliably augments existing MILP models while preserving original objectives, and the variable pruning module enhances computational efficiency, achieving an F1 score of ~0.56 on medium-sized LP models with only 400 samples. EvoOpt-LLM demonstrates a practical, data-efficient approach to industrial optimization modeling, reducing reliance on expert intervention while improving adaptability and solver efficiency.

This paper introduces Workflow Intention, a novel framework for identifying and encoding process objectives within complex business environments. Workflow Intention is the alignment of Input, Process and Output elements defining a Workflow's transformation objective interpreted from Workflow Signal inside Business Artefacts. It specifies how Input is processed to achieve desired Output, incorporating quality standards, business rules, compliance requirements and constraints. We adopt an end-to-end Business Artefact Encoder and Workflow Signal interpretation methodology involving four steps: Modality-Specific Encoding, Intra-Modality Attention, Inter-Modality Fusion Attention then Intention Decoding. We provide training procedures and critical loss function definitions. In this paper we introduce the concepts of Workflow Signal and Workflow Intention, where Workflow Signal decomposed into Input, Process and Output elements is interpreted from Business Artefacts, and Workflow Intention is a complete triple of these elements. We introduce a mathematical framework for representing Workflow Signal as a vector and Workflow Intention as a tensor, formalizing properties of these objects. Finally, we propose a modular, scalable, trainable, attention-based multimodal generative system to resolve Workflow Intention from Business Artefacts.

Enterprises often own large collections of structured data in the form of large databases or an enterprise data lake. Such data collections come with limited metadata and strict access policies that could limit access to the data contents and, therefore, limit the application of classic retrieval and analysis solutions. As a result, there is a need for solutions that can effectively utilize the available metadata. In this paper, we study the problem of matching table metadata to a business glossary containing data labels and descriptions. The resulting matching enables the use of an available or curated business glossary for retrieval and analysis without or before requesting access to the data contents. One solution to this problem is to use manually-defined rules or similarity measures on column names and glossary descriptions (or their vector embeddings) to find the closest match. However, such approaches need to be tuned through manual labeling and cannot handle many business glossaries that contain a combination of simple as well as complex and long descriptions. In this work, we leverage the power of large language models (LLMs) to design generic matching methods that do not require manual tuning and can identify complex relations between column names and glossaries. We propose methods that utilize LLMs in two ways: a) by generating additional context for column names that can aid with matching b) by using LLMs to directly infer if there is a relation between column names and glossary descriptions. Our preliminary experimental results show the effectiveness of our proposed methods.

Business intelligence (BI) is any knowledge derived from existing data that may be strategically applied within a business. Data mining is a technique or method for extracting BI from data using statistical data modeling. Finding relationships or correlations between the various data items that have been collected can be used to boost business performance or at the very least better comprehend what is going on. Root cause analysis (RCA) is discovering the root causes of problems or events to identify appropriate solutions. RCA can show why an event occurred and this can help in avoiding occurrences of an issue in the future. This paper proposes a new clustering + association rule mining pipeline for getting business insights from data. The results of this pipeline are in the form of association rules having consequents, antecedents, and various metrics to evaluate these rules. The results of this pipeline can help in anchoring important business decisions and can also be used by data scientists for updating existing models or while developing new ones. The occurrence of any event is explained by its antecedents in the generated rules. Hence this output can also help in data-driven root cause analysis.

Modern business environments demand continuous reconfiguration of cross-functional processes, yet most enterprise systems remain organized around siloed departments, rigid workflows, and hard-coded automation. Meanwhile, large language models (LLMs) demonstrate strong capabilities in interpreting natural language and synthesizing unstructured information, but they lack deterministic, auditable execution of complex business logic. We introduce Autonomous Business System (AUTOBUS), a system that integrates LLM-based AI agents, predicate-logic programming, and business-semantics-centric enterprise data into a unified neuro-symbolic architecture for executing end-to-end business initiatives. AUTOBUS models a business initiative as a network of interrelated tasks with explicit pre- and post-conditions, required data, evaluation rules, and API-level actions. Enterprise data is organized as a knowledge graph, whose entities, relationships, and constraints are translated into logic facts and foundational rules that ground reasoning and ensure semantic consistency. Core AI agents synthesize task instructions, enterprise semantics, and available tools into task-specific logic programs, which are executed by a logic engine that enforces constraints, coordinates auxiliary tools, and produces deterministic outcomes. Humans specify task instructions, define and maintain business semantics and policies, curate tools, and supervise high-impact or ambiguous decisions, ensuring accountability and adaptability. We detail the AUTOBUS architecture, the structure of AI-generated logic programs, and the human-AI collaboration model and present a case study that demonstrates accelerated time to market in a data-rich organization. A reference implementation of the case study is available at https://github.com/cecilpang/autobus-paper.

This paper proposes an approach to analyze an event log of a business process in order to generate case-level recommendations of treatments that maximize the probability of a given outcome. Users classify the attributes in the event log into controllable and non-controllable, where the former correspond to attributes that can be altered during an execution of the process (the possible treatments). We use an action rule mining technique to identify treatments that co-occur with the outcome under some conditions. Since action rules are generated based on correlation rather than causation, we then use a causal machine learning technique, specifically uplift trees, to discover subgroups of cases for which a treatment has a high causal effect on the outcome after adjusting for confounding variables. We test the relevance of this approach using an event log of a loan application process and compare our findings with recommendations manually produced by process mining experts.

Large Language Models (LLMs) are increasingly used for boosting organizational efficiency and automating tasks. While not originally designed for complex cognitive processes, recent efforts have further extended to employ LLMs in activities such as reasoning, planning, and decision-making. In business processes, such abilities could be invaluable for leveraging on the massive corpora LLMs have been trained on for gaining deep understanding of such processes. In this work, we plant the seeds for the development of a benchmark to assess the ability of LLMs to reason about causal and process perspectives of business operations. We refer to this view as Causally-augmented Business Processes (BP^C). The core of the benchmark comprises a set of BP^C related situations, a set of questions about these situations, and a set of deductive rules employed to systematically resolve the ground truth answers to these questions. Also with the power of LLMs, the seed is then instantiated into a larger-scale set of domain-specific situations and questions. Reasoning on BP^C is of crucial importance for process interventions and process improvement. Our benchmark could be used in one of two possible modalities: testing the performance of any target LLM and training an LLM to advance its capability to reason about BP^C.

Large language models (LLMs) have enabled agentic systems that can reason, plan, and act across complex tasks, but it remains unclear whether they can allocate resources effectively under uncertainty. Unlike short-horizon reactive decisions, allocation requires committing scarce resources over time while balancing competing objectives and preserving flexibility for future needs. We introduce EnterpriseArena, the first benchmark for evaluating agents on long-horizon enterprise resource allocation. It instantiates CFO-style decision-making in a 132-month enterprise simulator combining firm-level financial data, anonymized business documents, macroeconomic and industry signals, and expert-validated operating rules. The environment is partially observable and reveals the state only through budgeted organizational tools, forcing agents to trade off information acquisition against conserving scarce resources. Experiments on eleven advanced LLMs show that this setting remains highly challenging: only 16% of runs survive the full horizon, and larger models do not reliably outperform smaller ones. These results identify long-horizon resource allocation under uncertainty as a distinct capability gap for current LLM agents.

In the field of business data analysis, the ability to extract actionable insights from vast and varied datasets is essential for informed decision-making and maintaining a competitive edge. Traditional rule-based systems, while reliable, often fall short when faced with the complexity and dynamism of modern business data. Conversely, Artificial Intelligence (AI) models, particularly Large Language Models (LLMs), offer significant potential in pattern recognition and predictive analytics but can lack the precision necessary for specific business applications. This paper explores the efficacy of hybrid approaches that integrate the robustness of rule-based systems with the adaptive power of LLMs in generating actionable business insights.

Machine learning models routinely automate decisions in applications like lending and hiring. In such settings, consumer protection rules require companies that deploy models to explain predictions to decision subjects. These rules are motivated, in part, by the belief that explanations can promote recourse by revealing information that individuals can use to contest or improve their outcomes. In practice, many companies comply with these rules by providing individuals with a list of the most important features for their prediction, which they identify based on feature importance scores from feature attribution methods such as SHAP or LIME. In this work, we show how these practices can undermine consumers by highlighting features that would not lead to an improved outcome and by explaining predictions that cannot be changed. We propose to address these issues by highlighting features based on their responsiveness score -- i.e., the probability that an individual can attain a target prediction by changing a specific feature. We develop efficient methods to compute responsiveness scores for any model and any dataset. We conduct an extensive empirical study on the responsiveness of explanations in lending. Our results show that standard practices in consumer finance can backfire by presenting consumers with reasons without recourse, and demonstrate how our approach improves consumer protection by highlighting responsive features and identifying fixed predictions.

This paper introduces RuleArena, a novel and challenging benchmark designed to evaluate the ability of large language models (LLMs) to follow complex, real-world rules in reasoning. Covering three practical domains -- airline baggage fees, NBA transactions, and tax regulations -- RuleArena assesses LLMs' proficiency in handling intricate natural language instructions that demand long-context understanding, logical reasoning, and accurate mathematical computation. Two key attributes distinguish RuleArena from traditional rule-based reasoning benchmarks: (1) it extends beyond standard first-order logic representations, and (2) it is grounded in authentic, practical scenarios, providing insights into the suitability and reliability of LLMs for real-world applications. Our findings reveal several notable limitations in LLMs: (1) they struggle to identify and apply the appropriate rules, frequently becoming confused by similar but distinct regulations, (2) they cannot consistently perform accurate mathematical computations, even when they correctly identify the relevant rules, and (3) in general, they perform poorly in the benchmark. These results highlight significant challenges in advancing LLMs' rule-guided reasoning capabilities in real-life applications.

Rule-based reasoning, a fundamental type of legal reasoning, enables us to draw conclusions by accurately applying a rule to a set of facts. We explore causal language models as rule-based reasoners, specifically with respect to compositional rules - rules consisting of multiple elements which form a complex logical expression. Reasoning about compositional rules is challenging because it requires multiple reasoning steps, and attending to the logical relationships between elements. We introduce a new prompting method, Chain of Logic, which elicits rule-based reasoning through decomposition (solving elements as independent threads of logic), and recomposition (recombining these sub-answers to resolve the underlying logical expression). This method was inspired by the IRAC (Issue, Rule, Application, Conclusion) framework, a sequential reasoning approach used by lawyers. We evaluate chain of logic across eight rule-based reasoning tasks involving three distinct compositional rules from the LegalBench benchmark and demonstrate it consistently outperforms other prompting methods, including chain of thought and self-ask, using open-source and commercial language models.

Legal rules encompass not only codified statutes but also implicit adjudicatory principles derived from precedents that contain discretionary norms, social morality, and policy. While computational legal research has advanced in applying established rules to cases, inducing legal rules from judicial decisions remains understudied, constrained by limitations in model inference efficacy and symbolic reasoning capability. The advent of Large Language Models (LLMs) offers unprecedented opportunities for automating the extraction of such latent principles, yet progress is stymied by the absence of formal task definitions, benchmark datasets, and methodologies. To address this gap, we formalize Legal Rule Induction (LRI) as the task of deriving concise, generalizable doctrinal rules from sets of analogous precedents, distilling their shared preconditions, normative behaviors, and legal consequences. We introduce the first LRI benchmark, comprising 5,121 case sets (38,088 Chinese cases in total) for model tuning and 216 expert-annotated gold test sets. Experimental results reveal that: 1) State-of-the-art LLMs struggle with over-generalization and hallucination; 2) Training on our dataset markedly enhances LLMs capabilities in capturing nuanced rule patterns across similar cases.

One of the most critical tasks for startups is to validate their business model. Therefore, entrepreneurs try to collect information such as feedback from other actors to assess the validity of their assumptions and make decisions. However, previous work on decisional guidance for business model validation provides no solution for the highly uncertain and complex context of earlystage startups. The purpose of this paper is, thus, to develop design principles for a Hybrid Intelligence decision support system (HI-DSS) that combines the complementary capabilities of human and machine intelligence. We follow a design science research approach to design a prototype artifact and a set of design principles. Our study provides prescriptive knowledge for HI-DSS and contributes to previous work on decision support for business models, the applications of complementary strengths of humans and machines for making decisions, and support systems for extremely uncertain decision-making problems.

We investigate the mechanism design problem faced by a principal who hires multiple agents to gather and report costly information. Then, the principal exploits the information to make an informed decision. We model this problem as a game, where the principal announces a mechanism consisting in action recommendations and a payment function, a.k.a. scoring rule. Then, each agent chooses an effort level and receives partial information about an underlying state of nature based on the effort. Finally, the agents report the information (possibly non-truthfully), the principal takes a decision based on this information, and the agents are paid according to the scoring rule. While previous work focuses on single-agent problems, we consider multi-agents settings. This poses the challenge of coordinating the agents' efforts and aggregating correlated information. Indeed, we show that optimal mechanisms must correlate agents' efforts, which introduces externalities among the agents, and hence complex incentive compatibility constraints and equilibrium selection problems. First, we design a polynomial-time algorithm to find an optimal incentive compatible mechanism. Then, we study an online problem, where the principal repeatedly interacts with a group of unknown agents. We design a no-regret algorithm that provides mathcal{O}(T^{2/3}) regret with respect to an optimal mechanism, matching the state-of-the-art bound for single-agent settings.