MERRY: Semantically Decoupled Evaluation of Multimodal Emotional and Role Consistencies of Role-Playing Agents

Current evaluation frameworks and benchmarks for LLM powered agents focus on text chat driven agents, these frameworks do not expose the persona of user to the agent, thus operating in a user agnostic environment. Importantly, in customer experience management domain, the agent's behaviour evolves as the agent learns about user personality. With proliferation of real time TTS and multi-modal language models, LLM based agents are gradually going to become multi-modal. Towards this, we propose the MM-tau-p$^2$ benchmark with metrics for evaluating the robustness of multi-modal agents in dual control setting with and without persona adaption of user, while also taking user inputs in the planning process to resolve a user query. In particular, our work shows that even with state of-the-art frontier LLMs like GPT-5, GPT 4.1, there are additional considerations measured using metrics viz. multi-modal robustness, turn overhead while introducing multi-modality into LLM based agents. Overall, MM-tau-p$^2$ builds on our prior work FOCAL and provides a holistic way of evaluating multi-modal agents in an automated way by introducing 12 novel metrics. We also provide estimates of these metrics on the telecom and retail domains by using the LLM-as-judge approach using carefully crafted prompts with well defined rubrics for evaluating each conversation.

Role-playing agents (RPAs) have become one of the most important consumer applications of large language models. Users engage in multi-turn conversations with RPAs for experiences such as emotional comfort, making reliable evaluation essential for measuring capability, comparing systems, and guiding further improvement. Existing benchmarks, however, typically require an RPA to continue a fixed dialogue history and then evaluate the continuation using a fixed rubric detached from the user. We identify and empirically demonstrate two limitations of this design. First, an RPA's output is shaped by the preceding dialogue history, preventing a scientifically grounded assessment of its role-playing ability in real multi-turn settings. Second, user experience varies substantially across individuals, and conventional fixed rubrics need not align with user satisfaction. We therefore introduce PALATE (Person-Aligned LLM-Simulated-User Assessment with Tailored Evaluation), a scalable RPA benchmark built on user simulators. PALATE is accompanied by a pool of 300 character profiles. Its main evaluation trains five per-user simulators and lets them engage candidate RPAs in free-form, multi-turn conversations over a pre-frozen panel of character profiles. Alongside a general quality rubric, we construct personalized rubrics to measure user satisfaction; on held-out annotated data, the personalized rubrics show higher agreement with human judgments than the general rubric. In the main evaluation of 16 candidates, PALATE separately characterizes generic turn quality, long-horizon session capability, and per-user experience on multi-turn trajectories co-constructed by each candidate. It thereby produces interpretable evaluations of specific user-RPA pairs rather than compressing systems into a single user-independent ranking.

The advancement of Multimodal Large Language Models (MLLMs) has expanded Role-Playing Agents (RPAs) into visually grounded environments. However, human vision is inherently subjective and identity-driven, whereas existing MLLMs extract objective, character-agnostic features for general tasks. In RPAs, this generic visual noise overpowers fragile character traits, causing Modality-Role Interference (MRI), where agents struggle to integrate visual grounding and character consistency. To address this, we introduce the training-free Character-Aware Visual Intervention (CAVI) framework, enabling agents to perceive the world through the lens of character. CAVI systematically targets MRI: macroscopically, Character-Guided Token Pruning (CTP) restricts the visual receptive field to role-relevant entities; microscopically, Orthogonal Feature Modulation (OFM) projects tokens onto a character-context subspace to extract aligned facts; and during decoding, Modality-Adaptive Role Steering (MARS) dynamically optimizes steering intensity based on visual reliance. Extensive experiments show CAVI effectively alleviates MRI, significantly enhancing character-consistent multimodal interactions.