Everyone is unique: Towards Behaviorally Heterogeneous Negotiation Dialogue Systems for Debt Collection
Yuhang Yang, Kai Tang Zhejiang University, Chao Ye, Haobo Wang Zhejiang University, Qiqi Luo Alibaba Group, Jin Guang Zheng Alibaba Group, Zhixin Zhang
原文摘要
Debt collection is a critical negotiation task in the financial industry, with strong practical relevance and exceptional academic value as a behaviorally rich, high-stakes testbed for human-centered dialogue systems. While large language models (LLMs) have shown promise in dialogue and negotiation, effectively evaluating their performance in this complex scenarios remains a major challenge: existing benchmarks uniformly assume users to be static, rational agents with fixed preferences, failing to capture the rich behavioral heterogeneity inherent in real-world debt collection. To bridge this gap, we propose DebtBench, the first public persona-enriched debt collection benchmark, that highlights behavioral heterogeneity in negotiation. Moreover, we develop DebtGPT, a debt collection agent trained to jointly optimize financial recovery and interaction experience. Our experimental results, using 16 state-of-the-art LLMs, find that most existing models struggle in this complex but realistic scenarios, whereas DebtGPT outperforms all open-source baselines and achieves performance on par with GPT-4o. The code and data are available at https://github.com/yyuhhhh13/DebtNegotiation.
cs.CL
Proceedings of the 64th Annual Meeting of the Association for Computational Linguistics (Volume 1: Long Papers) · 2026 · 正式发表