# ProxyLLM : LLM-Driven Framework for Customer Support Through Text-Style Transfer

arXiv: https://arxiv.org/abs/2412.09916 · HTML: https://mlsanity.com/paper/2412.09916/

## Key facts

- Cited by 2 papers in the map (data through 14 Oct 2026).
- First posted on arXiv 13 Dec 2024.

## Built on by (most cited first, 2 of 2)

- [Aegis: Taxonomy and Optimizations for Overcoming Agent-Environment Failures in LLM Agents](https://mlsanity.com/paper/2508.19504/) (2025)
- [A Mathematical Theory of Discursive Networks](https://mlsanity.com/paper/2507.06565/) (2025)

## Abstract (arXiv)

Chatbot-based customer support services have significantly advanced with the introduction of large language models (LLMs), enabling enhanced response quality and broader application across industries. However, while these advancements focus on reducing business costs and improving customer satisfaction, limited attention has been given to the experiences of customer service agents, who are critical to the service ecosystem. A major challenge faced by agents is the stress caused by unnecessary emotional exhaustion from harmful texts, which not only impairs their efficiency but also negatively affects customer satisfaction and business outcomes. In this work, we propose an LLM-powered system designed to enhance the working conditions of customer service agents by addressing emotionally intensive communications. Our proposed system leverages LLMs to transform the tone of customer messages, preserving actionable content while mitigating the emotional impact on human agents. Furthermore, the application is implemented as a Chrome extension, making it highly adaptable and easy to integrate into existing systems. Our method aims to enhance the overall service experience for businesses, customers, and agents.