Organizations: Indian Institute of Technology Patna, India · Ramakrishna Mission Vivekananda Educational and Research Institute, India · Accenture Labs, Bangalore, India
Abstract
Large Language Models (LLMs) are revolutionizing digital communication by powering conversational agents deployed across domains such as customer service, digital sales, and insurance. These agents, built on LLMs, can understand user input, retrieve relevant information, and generate coherent responses. However, while they excel at factual communication, they often lack the ability to engage in truly persuasive, context-sensitive dialogue, especially in domains like insurance, where trust and clarity are critical. Building on this need within the insurance domain, our work focuses on improving the persuasiveness of digital agents, aka LLMs. To support this, we introduce InsureDial, a Persuasive Insurance Dialogue dataset, designed to capture the nuances of persuasive communication specific to motor insurance interactions. We introduce PersuaRL, a reinforcement learning-based framework that equips LLM-driven dialogue agents with the ability to adaptively explore, select, and coordinate strategies across multiple expert modules, guided by the evolving dialogue context, to achieve more effective persuasion. We conduct extensive automatic human and qualitative evaluations on two benchmark persuasion dialogue datasets, including our InsureDial. Our evaluations consistently demonstrate that PersuaRL outperforms baseline, generating contextually appropriate and highly persuasive responses.
Large Language Models (LLMs) often struggle with persuasion in high-stakes scenarios. People's individual personalities and concerns require tailored strategies rather than a one-size-fits-all approach. To address this challenge, we focus on a fire-rescue scenario in which an operator must persuade a resident to evacuate as a high-stakes persuasion domain and propose Dialogue Policy Selection (DiPS), a Q-learning framework to dynamically select persuasion strategies adapted to the evolving conversational context. Specifically, we train a critic, trained to maximize the chance of evacuation success, to select a persuasion policy at each turn based on the resident's recent utterances. We then evaluate DiPS against multiple baselines in both simulated and real human interactions. We find that DiPS achieves higher evacuation success than a zero-shot LLM and generic RAG-augmented approach.
We propose MADS (Multi-Agent Dialogue Simulation), a scalable framework for generating persuasive multi-turn dialogues via agent self-play. MADS employs three coordinated agents: User Agents designed to simulate diverse persona-driven behaviors by leveraging personality signifiers such as Zodiac Signs and MBTI types, a Dialog Agent executing task-oriented persuasion strategies and an Optimization Agent evaluating and refining dialogue outcomes. We further validate its effectiveness through users' Chain-of-Attitude (CoA) modeling and dedicated LLMs' persuasion assessment. This approach enables low-cost generation of training data without human annotation, addressing key industry challenges such as lack of user data, cold-start evaluation difficulties, and prompt inefficiency. Applied to a real-world marketing scenario, MADS significantly improved the persuasion capacity of small LLMs, increasing the organic traffic conversion rate by 22.4% (from 1.83% to 2.24%) , demonstrating clear business value.
Persuasive dialogue generation plays a vital role in decision-making, negotiation, counseling, and behavior change, yet it remains a challenging problem. In complex persuasion where the persuadee's internal states are not expressed clearly, the persuader must interpret responses, infer the persuadee's latent mental states (e.g., beliefs and desires), and translate them into targeted, strategy-consistent actions; however, current approaches often produce generic or weakly grounded responses even when such cues are identified. Moreover, although large language models (LLMs) can generate persuasive content, their performance varies substantially across domains due to uneven knowledge coverage and limited reasoning generalization. To address these challenges, we propose MA2P, a meta-cognitive autonomous intelligent agent framework for complex persuasion. Specifically, we develop an autonomous multi-agent architecture that coordinates perception management, mental-state inference, strategy execution, memory maintenance, and performance evaluation. To mitigate cross-domain performance variation, we further design a meta-cognitive configurator that selects an appropriate meta-strategy from a structured knowledge base at the outset, thereby guiding subsequent reasoning and planning. Experimental results show that our approach achieves a higher persuasion success rate than baselines.