Self-evolving Agentic Customer Support System at LinkedIn

LinkedIn's self-evolving agentic customer support system, integrating retrieval-augmented generation with evolutionary auto-prompting, increased QA self-serve by 9.0 percentage points, cancellation self-serve by 4.8 points, and routing accuracy by 30.6 points in a two-week user-randomized A/B test on production support traffic, according to a new arXiv paper (arXiv:2608.10224v1). The system treats prompts, retrieval, and evaluation as a closed-loop, versioned workflow with operational guardrails, enabling safe continuous improvement without retraining foundation models.

arXiv:2608.10224v1 Announce Type: new Abstract: Enterprise support agents operate in rapidly changing environments where policies, product capabilities, and knowledge bases evolve continuously, making static assistants brittle and costly to maintain. We present LinkedIn's self-evolving agentic support system, which integrates retrieval-augmented generation with evolutionary auto-prompting and a modular, production-aligned evaluation framework to enable safe, continuous improvement without retraining foundation models. The system treats prompts, retrieval, and evaluation as a closed-loop, versioned workflow with operational guardrails. Offline simulations and ablations show clear quality gains over vanilla RAG and baseline agents, including reduced hallucinations and improved response completeness. In a two-week user-randomized A/B test on LinkedIn's production support traffic, the integrated self-evolved workflow increased QA self-serve by 9.0 percentage points, cancellation self-serve by 4.8 points, and routing accuracy by 30.6 points. These results demonstrate a practical path to scalable, self-evolving AI agents in real-world enterprise settings.