PolicyBank: Evolving Policy Understanding for LLM Agents

LLM agents handle user requests on behalf of organizations through tool calls and must follow the company policies stated in their system prompts. Prior work approaches this as a safeguarding problem -- external checks that block non-compliant agent actions. We argue that policy adherence is a broader problem: real workflows unfold across many turns, require explicit user confirmation and prerequisite reads, and hinge on the content of the dialogue rather than on any single argument value. Meeting this bar requires (i) full conversation context, (ii) self-reasoning over the policy and the current dialogue, and (iii) conversation-specific remediation that guides the agent's next turn -- three capabilities that prior safeguard work has often underestimated. We introduce POLICYGUARD, a sub-agent verifier that shares the agent's view of the dialogue, reasons over the policy in context, and provides actionable feedback for the agent's next turn. On tau^2-BENCH airline across three vendors (GPT-5.4, Claude Sonnet 4.6, Gemini 2.5 Pro) with four trials per setting, POLICYGUARD improves PASS4 by +12.0 / +6.0 / +12.0 pp. Per-call analyses show POLICYGUARD achieves higher policy-violation recall while blocking roughly half as often as argument-level guards.

Conversational assistants powered by large language models (LLMs) excel at tool-use tasks but struggle with adhering to complex, business-specific rules. While models can reason over business rules provided in context, including all policies for every query introduces high latency and wastes compute. Furthermore, these lengthy prompts lead to long contexts, harming overall performance due to the 'needle-in-a-haystack' problem. To address these challenges, we propose a multi-stage alignment method that teaches models to recall and apply relevant business policies during chain-of-thought reasoning at inference time, without including the full business policy in-context. Furthermore, we introduce a novel Policy Recall reward based on the Jaccard score and a Hallucination Penalty for GRPO training. Altogether, our best model outperforms the baseline by 16 points and surpasses comparable in-context baselines of similar model size by 3 points, while using 40% fewer words.

Language-model agents are increasingly deployed under standing instructions: a system prompt, a policy file, or a skills document is placed in context, and the agent is trusted to let that document govern every action that follows. Existing benchmarks rarely test this deployment pattern directly; they measure whether an agent can complete a task, not whether a long, binding policy document constrains its behavior over an extended tool-use horizon. We present HANDBOOK_md, a benchmark of 65 agentic tasks modeled on how employees follow company handbooks. Each task places an agent in a self-contained company environment (a file workspace with mock email, chat, calendar, issue-tracking, and commerce services exposed over the Model Context Protocol) and instructs it to carry out routine professional work governed by an expert-written standard operating procedure of 20-124 pages. Tasks span five domains (finance, medical billing, insurance, logistics, and HR) and 10 fictional companies. To resist memorization, every task modifies one of 10 base handbooks, altering the specific rules and thresholds on which grading depends, so no two tasks share the same set of policies. Grading is fully deterministic: each task carries a rubric of programmatic criteria (824 in total) that check both that required actions occurred and that prohibited actions did not. Under strict grading, where a trial passes only if every criterion is satisfied, the strongest evaluated model passes 36.2% of trials, and most frontier models remain below 25%. Failures follow consistent patterns: agents let a plausible but unauthorized in-environment request override the standing policy, perform a required check and then act against its result, lose rule details over long horizons, and report compliance they did not achieve. We release the tasks, environments, and evaluation harness.