CORAL: An LLM-Native Harness for Production Recommender Systems

Production recommender systems shape what billions of people see, and sustaining their performance requires continual optimization: as content, user behavior, and upstream models shift, the choices governing retrieval, ranking, and serving must be revisited. Traditionally, human engineers test such changes through online experiments--a slow, reactive process limited by engineering effort, leaving parts of the system unrevised as conditions change. Although large language models have been applied to ranking, user modeling, and offline model development, few systems place an agent in a continual closed loop that acts on a live recommender and learns from the measured effects of its decisions. We present CORAL (Constraint-Optimized Recommender via an Agentic Loop), an LLM-native harness that closes this loop: each cycle, the agent observes operating signals, reasons over a memory of past decisions and outcomes, and invokes tools--including a numerical optimizer that keeps changes within a fixed operating budget--to reconfigure the recommender, with measured outcomes informing the next cycle. We formulate this as a partially observed, non-stationary, constrained optimization problem in which the policy improves in context, without parameter updates, from its prior actions. Across two large-scale social platforms, evaluated with A/B experiments, the same harness improves engagement at no additional serving cost on one and reduces serving cost without degrading engagement on the other, spanning the engagement-efficiency frontier. Performance improves as the loop iterates, suggesting that a single agentic loop can automate continual optimization work traditionally performed by human algorithm engineers under explicit guardrails.

DMRL: Document-Mediated Reinforcement Learning for Skill Optimization in Advertising Recommendation

Advertising recommendation requires continuously tuning complex system parameters while balancing commercial returns and user experience. Recent work has introduced large language models (LLMs) with skill documents to assist this labor-intensive process, but skill optimization remains largely prompt-driven, lacking a principled mechanism to attribute rewards to specific document edits. To address this limitation, we propose Document-Mediated Reinforcement Learning (DMRL), a skill self-evolution framework that models skill document optimization as a sequence of structured editing actions. In DMRL, an upper-level agent performs controlled document edits, while a frozen lower-level task agent evaluates their effects through A/B testing. To address credit assignment and long-term outcomes, we introduce two key components: (1) Dual-Relative Policy Optimization (DRPO), a post-training policy optimization method for robust and risk-aware advantage estimation; and (2) Long-term Reward Predictor (LRP), which estimates long-term outcomes by modeling population heterogeneity with disentangled representation learning and cross-attention transfer. DMRL was deployed on a large-scale short-video ads platform and extensive empirical evaluation shows that DMRL outperforms state-of-the-art baselines across key advertising metrics

Data-Driven Persona-Conditioned Agents for A/B Test Simulation

A/B testing is the gold standard for evaluating product changes, but each experiment requires real user traffic, engineering effort, and weeks of measurement. We propose a simulation framework that predicts A/B test outcomes using LLM-powered agents conditioned on data-driven personas grounded in real user behavioral signals. Unlike prior work that relies on synthetic or rule-based personas, our agents are constructed from anonymized behavioral data-activity patterns, engagement signals, and inferred demographics-enabling more faithful population modeling. We frame A/B test simulation as a structured question task and systematically study (i) question design formats, (ii) the impact of persona data source and domain alignment, (iii) the trade-off between per-persona behavioral depth and population diversity, and (iv) efficient population subsampling. On a benchmark of 40 A/B tests spanning two metric types, our best configuration achieves 0.75-0.90 directional accuracy depending on the test metric, demonstrating that data-driven personas are a viable path toward fast, low-cost experiment pre-screening.

A/B Agent: A Self-Evolving Agent for Strategy Iteration in Industrial A/B Testing

Industrial recommendation strategy iteration heavily relies on large-scale A/B experimentation. Traditional tuning requires experts to repeatedly design strategies, configure experiments, analyze results, and adjust parameters, making the process labor-intensive and time-consuming. Meanwhile, valuable knowledge from historical experiments is often fragmented, making systematic reuse difficult through manual expert effort alone. Existing RAG agents partially alleviate this burden by retrieving prior strategies, but typically organize experience in a flat manner, overlooking the hierarchical relationships among business scenarios, recommendation stages, optimization objectives, and experimental contexts. This often results in mismatched retrieval and limited cross-scenario transfer, while preventing agents from continuously refining strategies and parameters through sequential A/B feedback. % To address these limitations, we propose A/B Agent, a closed-loop A/B agent for industrial recommendation strategy optimization. The framework comprises three tightly coupled core components: Historical Strategy Knowledge Organization, Autonomous Target-Aware Strategy Generation, and Experiment-Guided Strategy Self-Evolution. It organizes historical strategies into a hierarchical experience tree, retrieves transferable evidence through multi-path Tree-RAG to generate executable strategies, and continuously analyzes online A/B feedback to guide autonomous tuning and update the experience tree for self-evolution. Extensive offline and online evaluations demonstrate its effectiveness, including a 4.829% improvement in GMV in a real-world short-video e-commerce recommendation system while maintaining positive gains across all guardrail metrics.

Building Customer Support AI Agents at 100M-User Scale: An Evaluation-Driven Framework

The rapid rise in LLM capabilities has made AI agents increasingly viable across a broad range of tasks. Among the most promising applications is building production-ready customer-facing agents, a challenge that demands coordinated excellence in evaluation methodology, context engineering, training, and online measurement. Yet these critical pillars are typically developed in isolation, creating blind spots that only surface after deployment. In this paper, we present a unified framework that bridges offline development with online impact for customer support AI agents at Nubank, a company with 100M+ users. Our approach integrates several key components: (1) structured context engineering tailored to customer support agents, (2) systematic human-in-the-loop prompt iteration, (3) rigorous LLM judge evaluation with measured inter-rater agreement and GEPA optimization for consistency, and (4) ideation-to-production validation. A central insight is that evaluation-pipeline quality directly determines iteration velocity. We present results from five production deployments spanning distinct domains: card delivery, debt management, credit-limit support, card management, and product explanation. These deployments deliver consistent customer-satisfaction gains while substantially accelerating iteration. In our card-delivery deployment, large-scale A/B testing yields a 37 percentage-point improvement in AI transactional Net Promoter Score and a 29 percentage-point gain in self-service rate over prior agent variants, alongside a strong correlation between offline simulation metrics and online outcomes, demonstrating that eval-driven development reliably predicts production impact. On most use cases, AI satisfaction reaches within a few percentage points of expert human agents.