VISTA: A Versatile Interactive User Simulation Toolkit for Agent Evaluation
Authors: Yunan Lu, Ryan Shea, Yusen Zhang, Zhou Yu
Abstract
Evaluation remains a critical bottleneck for interactive agent development. Existing evaluation methods often rely on static benchmarks, which fail to capture the dynamic, multi-step nature of agentic behavior and struggle to expose meaningful failure modes. While user-simulation-based evaluation offers a promising alternative, existing simulation frameworks suffer from two major limitations. First, they provide limited mechanisms for evaluating the quality and comprehensiveness of simulated interactions, making it difficult to assess whether a simulator sufficiently explores an agent's capabilities and failure modes. Second, most frameworks are restricted to either UI-only actions or API-only actions, limiting their ability to model the full range of realistic user behaviors. To address these limitations, we propose VISTA, a Versatile Interactive user Simulation Toolkit for Agent evaluation. Our toolkit includes a suite of six metrics for measuring the realism, capability coverage, and interaction effectiveness of simulated interactions. In addition, we develop a hybrid user simulator that integrates both UI-based interactions and API-based interactions, enabling more realistic and comprehensive evaluation across diverse interactive environments. We evaluate VISTA in e-commerce shopping and education customer service settings and demonstrate that it produces more realistic and comprehensive evaluations than existing methods.
Large language models (LLMs) are increasingly deployed as customer-facing agents, yet evaluating their reliability remains challenging due to stochastic, multi-turn interactions. Current evaluation protocols rely on linear Monte Carlo rollouts of complete agent-user conversations to estimate success. However, this approach is computationally inefficient, repeatedly regenerating identical early prefixes, and often fails to uncover deep failure modes that arise from rare user behaviors. We introduce DIVERT (Diversity-Induced Evaluation via Branching of Trajectories), an efficient, snapshot-based, coverage-guided user simulation framework for systematic exploration of agent-user interactions. DIVERT captures the full agent-environment state at critical decision points and resumes execution from these snapshots, enabling reuse of shared conversation prefixes and reducing redundant computation. From each junction, the framework branches using targeted, diversity-inducing user responses, allowing directed exploration of alternative interaction paths. By focusing evaluation on semantically diverse and underexplored trajectories, DIVERT improves both efficiency and coverage. Empirical results show that it discovers more failures per token compared to standard linear rollout protocols, while expanding the set of tasks on which failures are identified.
As AI agents increasingly operate in open, real-world environments, they require a deep synergy of multimodal perception, tool invocation with multi-hop reasoning, and dynamic interaction with users. However, existing benchmarks fail to jointly evaluate these capabilities due to challenges in designing strictly coupled multi-capability tasks, simulating natural and task-constrained user feedback, and ensuring objective evaluation of dynamic interaction. To bridge this gap, we introduce EgoBench, the first interactive multimodal benchmark for tool-using agents. EgoBench comprises 1,045 egocentric-video-grounded tasks covering four daily scenarios, along with a user-agent-tool interactive environment for evaluation. We implement a three-stage synergistic pipeline through which each task is designed to enforce the joint application of visual perception and tool-augmented multi-hop reasoning. We additionally develop a multi-agent simulated user within EgoBench to evaluate agents' interaction capabilities, which generates high-fidelity, task-aligned responses to agents. Furthermore, we establish a deterministic joint validation framework that guarantees objective assessment through process-based and result-based equivalence. Benchmarking eight SOTA video-MLLM agents on EgoBench reveals a severe performance ceiling: the best model achieves only 30.62% accuracy in the best-performing scenario, averaging 19.43% across all four scenarios. Finally, we conduct a multi-dimensional error analysis to disentangle failure modes, exposing capability bottlenecks for advancing future AI agents.
There is growing interest in exploring user simulation as an alternative to gathering and scoring real user-chatbot interactions for AI chatbot evaluation. For this purpose, it is important to ensure the realism of the simulation, i.e., the extent to which simulated dialogues reflect real dialogues users have with chatbots. Most existing methods evaluating simulation realism produce coarse quality signal and remain solely at the level of individual dialogues. To support more rigorous evaluation in this area, we propose realsim, an evaluation framework that enables practitioners to take a distributional view of real vs. simulated dialogues along 8 dimensions, covering attributes related to the communicative functions of the interaction, user states, and the surface form of user messages. We then instantiate the framework with a curated dataset of 1K multi-turn task-focused real user-chatbot dialogues that cover 16 domains of chatbot applications. Overall, we find that simulated users tend to struggle at capturing communication frictions that real users introduce to interactions, which could make evaluations based on such simulations overly optimistic. We also observe variability in performance across different domains, which may indicate a need for domain-specific user simulators.