RealUserSim: Bridging the Reality Gap in Agent Benchmarking via Grounded User Simulation

As NLP evaluation shifts from static benchmarks to multi-turn interactive settings, LLM-based simulators have become widely used as user proxies, serving two roles: generating user turns and providing evaluation signals. Yet, these simulations are frequently assumed to be faithful to real human behaviors, often without rigorous verification. We formalize the Sim2Real gap in user simulation and present the first study running the full $τ$-bench protocol with real humans (451 participants, 165 tasks), benchmarking 31 LLM simulators across proprietary, open-source, and specialized families using the User-Sim Index (USI), a metric we introduce to quantify how well LLM simulators resemble real user interactive behaviors and feedback. Behaviorally, LLM simulators are excessively cooperative, stylistically uniform, and lack realistic frustration or ambiguity, creating an "easy mode" that inflates agent success rates above the human baseline. In evaluations, real humans provide nuanced judgments across eight quality dimensions while simulated users produce uniformly more positive feedback; rule-based rewards are failing to capture rich feedback signals generated by human users. Overall, higher general model capability does not necessarily yield more faithful user simulation. These findings highlight the importance of human validation when using LLM-based user simulators in the agent development cycle and motivate improved models for user simulation.

Large Language Model (LLM) agents are increasingly deployed in settings where they interact with diverse users, including those who are unclear, impatient, or reluctant to share information. However, collecting real interaction data at scale remains expensive. The field has turned to LLM-based user simulators as stand-ins, but these simulators inherit the behavior of their underlying models: cooperative and homogeneous. As a result, agents that appear strong in simulation often fail in real human interactions. To narrow this gap, we introduce Persona Policies (PPol), a plug-and-play control layer that induces realistic behavioral variation in user simulators while preserving original task goals. Rather than hand-crafting personas, we employ an evolutionary coding agent to discover persona generation programs optimized for human-likeness and behavioral coverage over real user conversations. The evolved program generates diverse, human-like personas for any task in the domain. Across 4 benchmarks--including $τ^2$-bench Retail and Airline, ColBench, and WildChat--evolved PPol yield 28-72% absolute gains in fitness score over the baseline simulator. In blinded evaluations, annotators judged PPol users as 'human' 80.4% of the time, nearly 2x more than the baseline simulators. Training agents with PPol also improves real-world performance: our user study with live human-agent interactions showed that fine-tuning with our method boosted task success by +23% over default baselines. PPol thus offers a novel approach to strengthen simulator-based evaluation and training without changing underlying tasks.

We introduce AgentPersonaBench (APB), a benchmark evaluating whether persona conditioning faithfully steers downstream agent behavior. While language models are increasingly deployed for persona-driven user simulation, existing benchmarks primarily evaluate conversational styling or self-reports rather than authentic behavioral fidelity. APB evaluates latent persona adherence one trait at a time, embedding each target trait within a complete synthetic profile without explicitly naming the trait or disclosing the test. Ground-truth adherence is verified strictly from observable actions across four interaction surfaces of increasing realism: survey, chat, web (interactive web environments), and app (desktop software environments). APB comprises 2,460 tasks spanning 867 traits, verified through automated audits and expert review. Our evaluation of 20 frontier model arms demonstrates that high-fidelity user simulation is already attainable: leading models achieve up to 84.7% full-pass adherence under unprompted conditions. At the same time, APB identifies clear behavioral boundaries: adherence drops across interaction modalities (only 37.9-64.3% pass all four surfaces), multi-attribute demands degrade retention, and competing model families exhibit pronounced behavioral divergence.