Designing Service Systems from Textual Evidence

Designing service systems requires selecting among alternative configurations -- choosing the best chatbot variant, the optimal routing policy, or the most effective quality control procedure. In many service systems, the primary evidence of performance quality is textual -- customer support transcripts, complaint narratives, compliance review reports -- rather than the scalar measurements assumed by classical optimization methods. Large language models (LLMs) can read such textual evidence and produce standardized quality scores, but these automated judges exhibit systematic biases that vary across alternatives and evaluation instances. Human expert review remains accurate but costly. We study how to identify the best service configuration with high confidence while minimizing expensive human audits, given that automated evaluation is cheap but biased. We formalize this as a sequential decision problem where a biased proxy score is observed for every evaluation, and a verified outcome can be acquired selectively at additional cost. We prove that LLM-only selection fails under arm-dependent bias, and that naive selective-audit estimators can be asymptotically biased. We develop an estimator combining proxy scores with inverse-propensity-weighted residuals and construct anytime-valid confidence sequences. Our algorithm, PP-LUCB, jointly decides which alternatives to evaluate and whether to request human audits, concentrating reviews where the LLM judge is least reliable. We prove correctness and establish instance-dependent cost bounds showing near-optimal efficiency. On a customer support ticket classification task, our algorithm correctly identifies the best model in 40/40 trials while achieving 90\% audit cost reduction.

Context Engineering: From Prompts to Corporate Multi-Agent Architecture

As artificial intelligence (AI) systems evolve from stateless chatbots to autonomous multi-step agents, prompt engineering (PE), the discipline of crafting individual queries, proves necessary but insufficient. This paper introduces context engineering (CE) as a standalone discipline concerned with designing, structuring, and managing the entire informational environment in which an AI agent makes decisions. Drawing on vendor architectures (Google ADK, Anthropic, LangChain), current academic work (ACE framework, Google DeepMind's intelligent delegation), enterprise research (Deloitte, 2026; KPMG, 2026), and the author's experience building a multi-agent system, the paper proposes five context quality criteria: relevance, sufficiency, isolation, economy, and provenance, and frames context as the agent's operating system. Two higher-order disciplines follow. Intent engineering (IE) encodes organizational goals, values, and trade-off hierarchies into agent infrastructure. Specification engineering (SE) creates a machine-readable corpus of corporate policies and standards enabling autonomous operation of multi-agent systems at scale. Together these four disciplines form a cumulative pyramid maturity model of agent engineering, in which each level subsumes the previous one as a necessary foundation. Enterprise data reveals a gap: while 75% of enterprises plan agentic AI deployment within two years (Deloitte, 2026), deployment has surged and retreated as organizations confront scaling complexity (KPMG, 2026). The Klarna case illustrates a dual deficit, contextual and intentional. Whoever controls the agent's context controls its behavior; whoever controls its intent controls its strategy; whoever controls its specifications controls its scale.

Privacy and Safety Experiences and Concerns of U.S. Women Using Generative AI for Seeking Sexual and Reproductive Health Information

The rapid adoption of generative AI (GenAI) chatbots has reshaped access to sexual and reproductive health (SRH) information, particularly following the overturning of Roe v. Wade, as individuals assigned female at birth increasingly turn to online sources. However, existing research remains largely model-centered, paying limited attention to user privacy and safety. We conducted semi-structured interviews with 18 U.S.-based participants from both restrictive and non-restrictive states who had used GenAI chatbots to seek SRH information. Adoption was influenced by perceived utility, usability, credibility, accessibility, and anthropomorphism, and many participants disclosed sensitive personal SRH details. Participants identified multiple privacy risks, including excessive data collection, government surveillance, profiling, model training, and data commodification. While most participants accepted these risks in exchange for perceived utility, abortion-related queries elicited heightened safety concerns. Few participants employed protective strategies beyond minimizing disclosures or deleting data. Based on these findings, we offer design and policy recommendations, such as health-specific features and stronger moderation practices, to enhance privacy and safety in GenAI-supported SRH information seeking.

YAQIN: Culturally Sensitive, Agentic AI for Mental Healthcare Support Among Muslim Women in the UK

Mental healthcare services in the UK lack tools and resources to address the cultural needs of Muslim women, often leaving them feeling as though their values are pathologised and limiting trust and engagement [1]. Despite growing awareness of cultural competency, few interventions integrate Islamic frameworks into therapeutic support. This report investigates the design and evaluation of YAQIN, a co-designed AI-based application supporting culturally and faith-sensitive mental health engagement for Muslim women. With almost 1.9 million Muslim women in England in 2021, YAQIN responds to a gap in care [2]. It leverages AIś anonymity and continuous support through a faith-aware chatbot and guided journaling tool grounded in user-centred design and Islamic psychology. The YAQIN design research methodology comprised three stages: contextual investigation and literature review, user research with N=14 stakeholders including Muslim women and mental health experts, and prototype development informed by deductive thematic analysis, personas, journey maps, and design specifications. Evaluation involved a co-designed user study with five participants: four Muslim women and one mental health expert who reviewed therapeutic alignment and cultural sensitivity after using the chatbot prototype. Feedback focused on tone, faith relevance, emotional resonance, and the Retrieval-Augmented Generation pipeline enabling contextual continuity. Participants highlighted YAQINś ability to bridge cultural gaps in trust and therapeutic confidence. Feedback included suggestions of including linguistic diversity and routine-based guidance. This project demonstrates how culturally sensitive AI can improve mental healthcare accessibility and trust for marginalised communities and highlights the potential of faith-integrated technology in healthcare innovation.

Survive at All Costs: Exploring LLM's Risky Behaviors under Survival Pressure

As Large Language Models (LLMs) evolve from chatbots to agentic assistants, they are increasingly observed to exhibit risky behaviors when subjected to survival pressure, such as the threat of being shut down. While multiple cases have indicated that state-of-the-art LLMs can misbehave under survival pressure, a comprehensive and in-depth investigation into such misbehaviors in real-world scenarios remains scarce. In this paper, we study these survival-induced misbehaviors, termed as SURVIVE-AT-ALL-COSTS, with three steps. First, we conduct a real-world case study of a financial management agent to determine whether it engages in risky behaviors that cause direct societal harm when facing survival pressure. Second, we introduce SURVIVALBENCH, a benchmark comprising 1,000 test cases across diverse real-world scenarios, to systematically evaluate SURVIVE-AT-ALL-COSTS misbehaviors in LLMs. Third, we interpret these SURVIVE-AT-ALL-COSTS misbehaviors by correlating them with model's inherent self-preservation characteristic and explore mitigation methods. The experiments reveals a significant prevalence of SURVIVE-AT-ALL-COSTS misbehaviors in current models, demonstrates the tangible real-world impact it may have, and provides insights for potential detection and mitigation strategies. Our code and data are available at https://github.com/thu-coai/Survive-at-All-Costs.

Towards Provably Unbiased LLM Judges via Bias-Bounded Evaluation

As AI models progress beyond simple chatbots into more complex workflows, we draw ever closer to the event horizon beyond which AI systems will be utilized in autonomous, self-maintaining feedback loops. Any autonomous AI system will depend on automated, verifiable rewards and feedback; in settings where ground truth is sparse or non-deterministic, one practical source of such rewards is an LLM-as-a-Judge. Although LLM judges continue to improve, the literature has yet to introduce systems capable of enforcing standards with strong guarantees, particularly when bias vectors are unknown or adversarially discovered. To remedy this issue, we propose average bias-boundedness (A-BB), an algorithmic framework which formally guarantees reductions of harm/impact as a result of any measurable bias in an LLM judge. Evaluating on Arena-Hard-Auto with four LLM judges, we achieve (tau=0.5, delta=0.01) bias-bounded guarantees while retaining 61-99% correlation with original rankings across formatting and schematic bias settings, with most judge-bias combinations exceeding 80%. The code to reproduce our findings is available at https://github.com/penfever/bias-bounded-evaluation.

Understanding Parents' Desires in Moderating Children's Interactions with GenAI Chatbots through LLM-Generated Probes

This paper studies how parents want to moderate children's interactions with Generative AI chatbots, with the goal of informing the design of future GenAI parental control tools. We first used an LLM to generate synthetic child-GenAI chatbot interaction scenarios and worked with four parents to validate their realism. From this dataset, we carefully selected 12 diverse examples that evoked varying levels of concern and were rated the most realistic. Each example included a prompt and a GenAI chatbot response. We presented these to parents (N=24) and asked whether they found them concerning, why, and how they would prefer the responses to be modified and communicated. Our findings reveal three key insights: (1) parents express concern about interactions that current GenAI chatbot parental controls neglect; (2) parents want fine-grained transparency and moderation at the conversation level; and (3) parents need personalized controls that adapt to their desired strategies and children's ages.

Stan: An LLM-based thermodynamics course assistant

Discussions of AI in education focus predominantly on student-facing tools -- chatbots, tutors, and problem generators -- while the potential for the same infrastructure to support instructors remains largely unexplored. We describe Stan, a suite of tools for an undergraduate chemical engineering thermodynamics course built on a data pipeline that we develop and deploy in dual roles: serving students and supporting instructors from a shared foundation of lecture transcripts and a structured textbook index. On the student side, a retrieval-augmented generation (RAG) pipeline answers natural-language queries by extracting technical terms, matching them against the textbook index, and synthesizing grounded responses with specific chapter and page references. On the instructor side, the same transcript corpus is processed through structured analysis pipelines that produce per-lecture summaries, identify student questions and moments of confusion, and catalog the anecdotes and analogies used to motivate difficult material -- providing a searchable, semester-scale record of teaching that supports course reflection, reminders, and improvement. All components, including speech-to-text transcription, structured content extraction, and interactive query answering, run entirely on locally controlled hardware using open-weight models (Whisper large-v3, Llama~3.1 8B) with no dependence on cloud APIs, ensuring predictable costs, full data privacy, and reproducibility independent of third-party services. We describe the design, implementation, and practical failure modes encountered when deploying 7--8 billion parameter models for structured extraction over long lecture transcripts, including context truncation, bimodal output distributions, and schema drift, along with the mitigations that resolved them.

Suffix-Constrained Greedy Search Algorithms for Causal Language Models

Large language models (LLMs) are powerful tools that have found applications beyond human-machine interfaces and chatbots. In particular, their ability to generate reasoning traces motivated their use in many prediction tasks like math question answering. Unfortunately, extracting the final answer in an LLM free-form output is difficult, as it is an information extraction problem on its own. In this work, we introduce suffix-constrained generation, that aims to produce well-formed LLM responses in which final answers follow strict templates and are guaranteed to be trivially parseable. To this end, we introduce several algorithms that are based on greedy search procedures. We experiment on several datasets, and show that our approach allows to guarantee trivial deterministic extraction of the final answer from an LLM output without having a negative impact on results, and even improving them.

GroupGPT: A Token-efficient and Privacy-preserving Agentic Framework for Multi-User Chat Assistant

Recent advances in large language models (LLMs) have enabled increasingly capable chatbots. However, most existing systems focus on single-user settings and do not generalize well to multi-user group chats, where agents require more proactive and accurate intervention under complex, evolving contexts. Existing approaches typically rely on LLMs for both reasoning and generation, leading to high token consumption, limited scalability, and potential privacy risks. To address these challenges, we propose GroupGPT, a token-efficient and privacy-preserving agentic framework for multi-user chat assistant. GroupGPT adopts a small-large model collaborative architecture to decouple intervention timing from response generation, enabling efficient and accurate decision-making. The framework also supports multimodal inputs, including memes, images, videos, and voice messages. We further introduce MUIR, a benchmark dataset for multi-user chat assistant intervention reasoning. MUIR contains 2,500 annotated group chat segments with intervention labels and rationales, supporting evaluation of timing accuracy and response quality. We evaluate a range of models on MUIR, from large language models to smaller counterparts. Extensive experiments demonstrate that GroupGPT produces accurate and well-timed responses, achieving an average score of 4.72/5.0 in LLM-based evaluation, and is well received by users across diverse group chat scenarios. Moreover, GroupGPT reduces token usage by up to 3 times compared to baseline methods, while providing privacy sanitization of user messages before cloud transmission. Code is available at: https://github.com/Eliot-Shen/GroupGPT .