Help Without Being Asked: A Deployed Proactive Agent System for On-Call Support with Continuous Self-Improvement

ArXi:2604.09579v1 Announce Type: new In large-scale cloud service platforms, thousands of customer tickets are generated daily and are typically handled through on-call dialogues. This high volume of on-call interactions imposes a substantial workload on human analysts. Recent studies have explored reactive agents that leverage large language models as a first line of to interact with customers directly and resolve issues. However, when issues remain unresolved and are escalated to human, these agents are typically disengaged.