Deal Me Maybe: The Role of Emotions in Multi-Agent Negotiation

Negotiation is a demanding social task for LLM agents, requiring strategic reasoning, persuasion, and interpersonal adaptation. Yet existing benchmarks often treat agents as emotionally neutral, overlooking a key driver of human bargaining behavior. We study how prompt-conditioned emotions affect LLM-based price negotiation. In a controlled framework, buyer and seller agents are independently assigned one of six emotional states and negotiate over 350 real consumer products under two budget conditions. Across 36 emotion-pair settings and five widely used LLMs, we find that emotions strongly shape outcomes. Angry buyers almost never reach agreement (0.39% deal rate), while happy buyers agree most often (28.91%), but obtain worse prices than fearful buyers. Emotion effects are role-dependent: buyer emotion mainly drives acceptance and rejection, whereas seller emotion shapes concession dynamics. These effects influence not only language, but also termination behavior and price trajectories, raising concerns for emotion-conditioned agents in commerce.

Talk, Snap, Complain: Validation-Aware Multimodal Expert Framework for Fine-Grained Customer Grievances

Existing approaches to complaint analysis largely rely on unimodal, short-form content such as tweets or product reviews. This work advances the field by leveraging multimodal, multi-turn customer support dialogues, where users often share both textual complaints and visual evidence (e.g., screenshots, product photos) to enable fine-grained classification of complaint aspects and severity. We introduce VALOR, a Validation-Aware Learner with Expert Routing, tailored for this multimodal setting. It employs a multi-expert reasoning setup using large-scale generative models with Chain-of-Thought (CoT) prompting for nuanced decision-making. To ensure coherence between modalities, a semantic alignment score is computed and integrated into the final classification through a meta-fusion strategy. In alignment with the United Nations Sustainable Development Goals (UN SDGs), the proposed framework supports SDG 9 (Industry, Innovation and Infrastructure) by advancing AI-driven tools for robust, scalable, and context-aware service infrastructure. Further, by enabling structured analysis of complaint narratives and visual context, it contributes to SDG 12 (Responsible Consumption and Production) by promoting more responsive product design and improved accountability in consumer services. We evaluate VALOR on a curated multimodal complaint dataset annotated with fine-grained aspect and severity labels, showing that it consistently outperforms baseline models, especially in complex complaint scenarios where information is distributed across text and images. This study underscores the value of multimodal interaction and expert validation in practical complaint understanding systems. Resources related to data and codes are available here: https://github.com/sarmistha-D/VALOR