# Self-evolving Agentic Customer Support System at LinkedIn

arXiv: https://arxiv.org/abs/2608.10224 · HTML: https://mlsanity.com/paper/2608.10224/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Placed in General LLM agent frameworks and benchmarks, one of 16 directions in LLM agents and tool use.
- Builds on 25 of its 32 references that are in the map.
- First posted on arXiv 10 Aug 2026.

## Placed in

- LLM agents and tool use / [General LLM agent frameworks and benchmarks](https://mlsanity.com/agents/general-llm-agent-frameworks-and-benchmarks/)
- Synthetic data and self-improvement for LLMs / [Self-evolving LLM agents](https://mlsanity.com/synth/self-evolving-llm-agents/)

## Builds on (most cited first, 25 of 25)

- [Retrieval-Augmented Generation for Knowledge-Intensive NLP Tasks](https://mlsanity.com/paper/2005.11401/) (2020)
- [ReAct: Synergizing Reasoning and Acting in Language Models](https://mlsanity.com/paper/2210.03629/) (2022)
- [Reflexion: Language Agents with Verbal Reinforcement Learning](https://mlsanity.com/paper/2303.11366/) (2023)
- [Toolformer: Language Models Can Teach Themselves to Use Tools](https://mlsanity.com/paper/2302.04761/) (2023)
- [Dense Passage Retrieval for Open-Domain Question Answering](https://mlsanity.com/paper/2004.04906/) (2020)
- [G-Eval: NLG Evaluation using GPT-4 with Better Human Alignment](https://mlsanity.com/paper/2303.16634/) (2023)
- [REALM: Retrieval-Augmented Language Model Pre-Training](https://mlsanity.com/paper/2002.08909/) (2020)
- [AutoGen: Enabling Next-Gen LLM Applications via Multi-Agent Conversation](https://mlsanity.com/paper/2308.08155/) (2023)
- [Self-RAG: Learning to Retrieve, Generate, and Critique through Self-Reflection](https://mlsanity.com/paper/2310.11511/) (2023)
- [MemGPT: Towards LLMs as Operating Systems](https://mlsanity.com/paper/2310.08560/) (2023)
- [Measuring and Narrowing the Compositionality Gap in Language Models](https://mlsanity.com/paper/2210.03350/) (2022)
- [Large Language Models Are Human-Level Prompt Engineers](https://mlsanity.com/paper/2211.01910/) (2022)
- [COMET: A Neural Framework for MT Evaluation](https://mlsanity.com/paper/2009.09025/) (2020)
- [Length-Controlled AlpacaEval: A Simple Way to Debias Automatic Evaluators](https://mlsanity.com/paper/2404.04475/) (2024)
- [DSPy: Compiling Declarative Language Model Calls into Self-Improving Pipelines](https://mlsanity.com/paper/2310.03714/) (2023)
- [Passage Re-ranking with BERT](https://mlsanity.com/paper/1901.04085/) (2019)
- [Precise Zero-Shot Dense Retrieval without Relevance Labels](https://mlsanity.com/paper/2212.10496/) (2022)
- [Prometheus 2: An Open Source Language Model Specialized in Evaluating Other Language Models](https://mlsanity.com/paper/2405.01535/) (2024)
- [MLQA: Evaluating Cross-lingual Extractive Question Answering](https://mlsanity.com/paper/1910.07475/) (2019)
- [Few-shot Learning with Multilingual Language Models](https://mlsanity.com/paper/2112.10668/) (2021)
- [Pretrained Transformers for Text Ranking: BERT and Beyond](https://mlsanity.com/paper/2010.06467/) (2020)
- [Fine-Tuning or Retrieval? Comparing Knowledge Injection in LLMs](https://mlsanity.com/paper/2312.05934/) (2023)
- [MKQA: A Linguistically Diverse Benchmark for Multilingual Open Domain Question Answering](https://mlsanity.com/paper/2007.15207/) (2020)
- [Fine Tuning vs. Retrieval Augmented Generation for Less Popular Knowledge](https://mlsanity.com/paper/2403.01432/) (2024)
- [MIRAGE: A Metric-Intensive Benchmark for Retrieval-Augmented Generation Evaluation](https://mlsanity.com/paper/2504.17137/) (2025)

## Abstract (arXiv)

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.