MADS: Multi-Agent Dialog Simulation for Robust Conversational Agents

Task-oriented conversational agents remain fragile under real world conversation scenarios as they rarely follow a predictable script, especially when users exhibit non-cooperative behavior. Existing function-calling benchmarks often emphasize successful, cooperative interactions and underrepresent adversarial conversation trajectories, thereby limiting the training resources available for developing robust agents. We present ToolRACER, a synthetic data generation pipeline that coordinates user, assistant and tool emulation models to generate and validated multi-turn interactions between a user and an agent. Using ToolRACER, we construct ToolRACERBench a robust multi-turn conversation benchmark spanning six domains, ranging over 55 varied personas, generating a validated corpus of 5.6K conversation trajectories, with approximately 66% of conversations containing failure-prone conversation scenarios. We inject adversarial behaviors, producing validated conversational interaction trajectories that capture realistic, robust scenarios. We evaluate models trained on ToolRACERBench against internal benchmarks, as well as on function calling benchmarks such as $τ^2$-bench, BFCLv3 and ACEBench to evaluate agentic accuracy and robustness. Models trained on ToolRACERBench improve end to end agentic accuracy across $τ^2$-bench and ACEBench, demonstrating significant gains when mixed with in-domain dataset in small language models for agent capability tasks.

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.

Task-oriented conversational agents are evaluated using curated or automatically generated benchmarks, yet benchmark quality is rarely assessed. Poor benchmarks may contain inconsistent tasks, simplistic scenarios, or limited policy coverage, leading to unreliable evaluations. We introduce a reference-free framework that uses LLM judges to assess benchmark consistency, complexity, and policy coverage, while providing actionable diagnostics of weaknesses. We validate the framework by demonstrating agreement with independent human annotations and by evaluating benchmarks generated by LLMs of varying capabilities, as well as benchmarks subjected to controlled quality-degrading perturbations. Across domains and judge models, the proposed metrics consistently distinguish between benchmark quality levels. We further demonstrate the framework's applicability to manually curated benchmarks. Our framework offers a practical approach for evaluating synthetic and manually curated conversational-agent benchmarks.