Learning Selective LLM Autonomy from Copilot Feedback in Enterprise Customer Support Workflows (2026.acl-industry)
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Nikita Borovkov, Elisei Rykov, Olga Tsymboi, Sergei Filimonov, Nikita Surnachev, Dmitry Bitman, Anatolii Potapov
| Challenge: | 45% of sessions automated in production without degrading support quality level . traditional automated processes are costly at scale and require manual rule authoring . |
| Approach: | They propose a system that automates end-to-end customer support workflows inside an enterprise BPM platform. |
| Outcome: | The proposed system automates 45% of sessions and reduces average handling time by 39% without degrading support quality level. |
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