Reinforcing Real-world Service Agents: Balancing Utility and Cost in Task-oriented Dialogue

LLM agents are deployed in environments where they must interact to acquire information. In these scenarios, the agent must reason about inherent cost-uncertainty tradeoffs in how to act, such as when to stop exploring and commit to an answer. For instance, on a programming task, an agent might run the code it generates, or it might generate tests for that code snippet; the cost of writing and running a test is nonzero, but typically lower than the cost of running buggy code. In this work, we show that we can induce LLM agents to explicitly reason about balancing these cost-uncertainty tradeoffs, then act more optimally in their environments. We formalize multiple tasks, including retrieval-augmented QA and a file reading coding task, as sequential decision-making problems under uncertainty. Each problem has latent environment state that impacts the agent's performance. We introduce a framework called Calibrate-Then-Act (CTA), where we pass the agent an inferred prior about this environment state to enable it to act more optimally. This information qualitatively changes agent behavior, and adds environment sensitivity to the agent which is not learned via standard RL training. Our results on a synthetic task, QA, and file reading show that making cost-benefit tradeoffs explicit with CTA helps agents discover more optimal decision-making strategies.

Tool-using large language model (LLM) agents often face a fundamental tension between answer quality and execution cost. Fixed workflows are stable but inflexible, while free-form multi-step reasoning methods such as ReAct may improve task performance at the expense of excessive tool calls, longer trajectories, higher token consumption, and increased latency. In this paper, we study agent orchestration as an explicit decision problem rather than leaving it entirely to prompt-level behavior. We propose a utility-guided orchestration policy that selects among actions such as respond, retrieve, tool call, verify, and stop by balancing estimated gain, step cost, uncertainty, and redundancy. Our goal is not to claim universally best task performance, but to provide a controllable and analyzable policy framework for studying quality-cost trade-offs in tool-using LLM agents. Experiments across direct answering, threshold control, fixed workflows, ReAct, and several policy variants show that explicit orchestration signals substantially affect agent behavior. Additional analyses on cost definitions, workflow fairness, and redundancy control further demonstrate that lightweight utility design can provide a defensible and practical mechanism for agent control.

Proactive large language model (LLM) agents aim to actively plan, query, and interact over multiple turns, enabling efficient task completion beyond passive instruction following and making them essential for real-world, user-centric applications. Agentic reinforcement learning (RL) has recently emerged as a promising solution for training such agents in multi-turn settings, allowing them to learn long-horizon decision-making strategies. However, existing pipelines face a critical challenge in balancing task performance with user engagement, as passive agents cannot efficiently adapt to users' intentions while overuse of human feedback increases the burden on users, which forms a Pareto Frontier between these two objectives. To push forward this frontier, we propose Behavior Agentic Optimization (BAO), an agentic RL framework that enhances and regularizes inter-turn behaviors to improve information-gathering capabilities and suppress inefficient or redundant interactions with users. We evaluate BAO on multiple tasks from the UserRL benchmark suite and demonstrate that it substantially outperforms proactive agentic RL baselines in terms of both higher task performance and lower user efforts, while achieving comparable or even superior performance to commercial LLM agents, highlighting its effectiveness for training proactive, user-centric LLM agents in complex multi-turn scenarios. Our website: https://proactive-agentic-rl.github.io/.