Building Customer Support AI Agents at 100M-User Scale: An Evaluation-Driven Framework
Aman Gupta, Kevin Rossell, Edesio Alcobaça, José Chrystian Lima Pacheco, Carolina Baptista de Lima, Shao Tang, Luiz Paulo Rabachini, Luis Moneda, Herbert Fei, Daniel Guerreiro e Silva, Rohan RamanathNon-Scopus6 Agustus 2026Afiliasi: BR, ID, MX
Abstrak
The rapid rise in LLM capabilities has made AI agents increasingly viable across a broad range of tasks. Among the most promising applications is building production-ready customer-facing agents—a challenge that demands coordinated excellence in evaluation methodology, context engineering, training, and online measurement. Yet these critical pillars are typically developed in isolation, creating blind spots that only surface after deployment.
Identifier
- OpenAlex: https://openalex.org/W7164209994
- DOI: https://doi.org/10.1145/3770855.3818332