Edesio Alcobaça, Kevin Rossell, Aman Gupta, Shao Tang, Jiwoo Hong, Pabel Carrillo-Mendoza, Wanderson Conceição Ferreira, Alvaro Tedeschi 等 16 位作者
Customer experience (CX) agents use tools and large language models to address customer requests and guide conversational interactions with an organization's products. Improving these agents, especially in regulated industries, is difficult: they must detect intent, follow complex operational policies and use tools reliably. Manual end-to-end testing offers limited coverage, while live experiments expose customers to failures that can erode trust. We present a hypothesis-driven simulation workflow for screening candidate CX agents before deployment. Synthetic customers react to agent responses and simulated tool outputs enable multi-step agentic workflows without invoking production backends. We use the Snowglobe simulator on Nubank's Card Delivery agent and its expanded successor, Card Management - Nubank's highest-volume chat-support agent in Brazil. Across 4 deployed versions, simulated and production version-level binary evaluator scores show high correlation. Simulation-guided iteration increased transactional net promoter score (tNPS) by 36.69 points in a live A/B test. We also screened open-weight configurations in over 16,000 simulated conversations. In a subsequent live A/B test, the selected model increased self-service rate (SSR) by 8.82 percentage points to the highest level observed at Nubank, with no statistically significant change in tNPS. Simulation made broad exploration of models, reasoning settings, and prompts feasible without customer exposure, enabling production improvements that would have been impractical to pursue through live experimentation alone.
NVIDIA, :, Anis Ahmad, Jon Allen, Malik Aqeel Anwar, Jesse Archer, Maciej Bala, Piotr Barejko 等 90 位作者
We present a shared framework that adapts Cosmos world foundation models for real-time interactive world simulation in Physical AI. By streaming visual observations in response to actions and scene controls, the framework enables users and embodied agents to interact with evolving virtual environments. It supports both predicting the visual consequences of actions and generating observations from physical state maintained by an external simulator. We demonstrate this approach across camera navigation and robot manipulation, controllable video transfer, and multi-view autonomous vehicle (AV) simulation. These examples provide a shared foundation for developing interactive virtual environments for Physical AI training and evaluation. Our code and model checkpoints are available at https://github.com/nvidia/cosmos and https://huggingface.co/collections/nvidia/cosmos3-examples. The project website is available at https://research.nvidia.com/labs/cosmos-lab/cosmos-simulation.
Yimeng Zhang, Yingying Zhuang, Ziyi Wang, Yuxuan Lu, Pei Chen, Aman Gupta, Zhe Su, Ming Tan 等 15 位作者
Uncertainty estimation is essential for the trustworthy deployment of LLMs: it underpins self-refinement and serves as a decision signal for downstream systems, from verifiers to collaborating agents. However, existing approaches operate at suboptimal granularities: token-level scores lack semantic coherence, while sequence-level scores fail to localize errors. We formalize Span-Level Uncertainty Estimation (SLUE), a new task that targets the natural granularity for uncertainty: semantically coherent text spans, each conveying a single assessable unit of meaning. To address this task, we introduce SPANUQ, a lightweight probe that distills the uncertainty knowledge from expensive multi-sample inference into a single forward pass over LLM hidden states. SPANUQ employs a DETR-style span decoder to simultaneously detect spans and estimate their uncertainty via a Mixture of Beta distribution, trained with a principled combination of Beta NLL regression and contrastive ranking objectives. We construct SPANUQ-BENCH, the first span-level uncertainty benchmark comprising 20K prompts, 293K annotated spans, and continuous soft labels derived from multi-sample claim verification. Experiments on five LLM backbones show that SPANUQ consistently achieves the best span-level uncertainty quality , outperforming the strongest probe baseline and all sampling-based methods while being 10~20x faster. Its DETR-based span detector attains 0.910 F1, surpassing the best heuristic by 39.4%, enabling precise error localization that sequence-level methods cannot provide. The same architecture ports to five LLMs spanning two model families, with one probe trained per backbone, and we additionally observe that sequence-level uncertainty is partially decomposable, suggesting that span-level estimation subsumes sequence-level as a special case. The project page is available damon-demon.github.io/SpanUQ.