Learning Selective LLM Autonomy from Copilot Feedback in Enterprise Customer Support Workflows

Enterprise support agents operate in rapidly changing environments where policies, product capabilities, and knowledge bases evolve continuously, making static assistants brittle and costly to maintain. We present LinkedIn's self-evolving agentic support system, which integrates retrieval-augmented generation with evolutionary auto-prompting and a modular, production-aligned evaluation framework to enable safe, continuous improvement without retraining foundation models. The system treats prompts, retrieval, and evaluation as a closed-loop, versioned workflow with operational guardrails. Offline simulations and ablations show clear quality gains over vanilla RAG and baseline agents, including reduced hallucinations and improved response completeness. In a two-week user-randomized A/B test on LinkedIn's production support traffic, the integrated self-evolved workflow increased QA self-serve by 9.0 percentage points, cancellation self-serve by 4.8 points, and routing accuracy by 30.6 points. These results demonstrate a practical path to scalable, self-evolving AI agents in real-world enterprise settings.

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.

Enterprise compliance management requires rapid adaptation to evolving regulatory frameworks (e.g., DORA, AI RMF, FedRAMP) and tight remediation SLAs. Traditional static orchestrators often fail in hybrid cloud environments where event-driven assessments demand that automation code adapt to runtime context in seconds. This paper presents lessons learned from evaluating six large language models for AI-driven workflow generation in a production enterprise platform, benchmarked across 29 real-world IT automation scenarios, two generation pipeline architectures, and eight independent runs per prompt-model-pipeline configuration (2,784 runs total). Our initial pipeline used monolithic workflow generation, achieving 31.5-82.8% structural success rates (JSON schema validity and correct UI rendering), with most models struggling on complex JSON generation. We developed a redesigned piecewise pipeline that decomposes workflow construction into variable scaffolding, base block assembly, and nested block generation, raising structural success to 74.1-97.8% across all models. We analyze production tradeoffs including cost (USD 0.008-0.20 per workflow), latency (under 50s for interactive use), and model selection. Piecewise decomposition enables smaller models (e.g., mistral-small at 95.7% structural success and USD 0.01 per workflow) to reach production viability, removing dependency on expensive frontier models. While mistral-medium-2505 and gpt-oss-120b achieved the highest structural success (96.1% and 97.8%), mistral-medium-2505 carries a 19x cost premium versus mistral-small. Our deployment lessons highlight the need to separate structural validity from semantic correctness (logical fulfillment of user intent) and provide a solution for model-agnostic, scalable automation in cloud engineering.