CUEing User Simulators: Calibrated User Embeddings for Multi-Turn Benchmarking

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.

Interactive agent benchmarks and multi-turn reinforcement learning increasingly place a second language model in the role of the user. This simulated user controls what information the agent receives and when, yet current benchmarks score only the agent and do not directly measure whether the user correctly executed its assigned role. We introduce UserProxyBench, an evaluation layer over the tau-bench family, and the User Fidelity Score (UFS), which measures adherence to the benchmark's private user instructions using task-grounded rubric criteria scored independently of agent success. Holding the agent fixed at GPT-5.5 and varying only the user proxy across 375 enterprise tasks changes mean task reward by 15.2 points, while 24.4% of successful episodes contain a user-specification violation. The dominant failure is premature disclosure: users provide information before it is requested. This behavior has little effect on task reward, yet among successful episodes it causes the agent to make 1.06 fewer tool calls on average, changing the interaction being evaluated while preserving the reward. Finally, across seven proxies we identify an empirical cost-fidelity frontier, enabling practitioners to select the least expensive simulator that satisfies a required fidelity level.

LLM-based user simulation is the primary mechanism for end-to-end agent evaluation, yet simulated users are poor proxies for real humans: unconstrained LLM defaults produce a Formalism Ceiling (style match rates of 6-8% against real users), while hand-crafted behavioral directives trigger Directive Amplification, where models hyper-interpret instructions into unnatural behavioral extremes that vary dramatically across simulator models. We present RealUserSim, the first user simulation framework grounded in real behavioral data. From 14,000+ authentic human-LLM conversations (WildChat), we extract 7,275 executable behavioral profiles and use them to ground LLM simulators. A fidelity benchmark (PT3) on 600 conversations across 71+ domains with anti-leakage controls shows that grounded simulation raises match rate from 24.2% to 45.3% across five behavioral dimensions. Agent evaluation on TauBench with 6 simulator models and extensive analysis shows that grounded simulation acts as a realistic stress test, surfacing three failure mechanisms invisible to cooperative simulators (mean -3.2% to -3.5% task success degradation), while Directive Amplification in existing benchmarks produces unrealistic behavior that compromises the validity of agent evaluation.