Explore/benchmark/Building Customer Support AI Agents at 100M-User Scale: An Evaluation-Driven Framework
B

Aman Gupta, Kevin Rossell, Edesio Alcobaça, Jose Chrystian Lima Pacheco, Carolina Baptista de Lima, Shao Tang, Luiz Paulo Rabachini, Luis Moneda, Herbert Fei, Daniel Silva, Rohan Ramanath/Building Customer Support AI Agents at 100M-User Scale: An Evaluation-Driven FrameworkUnknown

The rapid rise in LLM capabilities has made AI agents increasingly viable across a broad range of tasks. Among the most promising applications is building production-ready customer-facing agents, a challenge that demands coordinated excellence in evaluation methodology, context engineering, training, and online measurement. Yet these critical pillars are typically developed in isolation, creating blind spots that only surface after deployment. In this paper, we present a unified framework that bridges offline development with online impact for customer support AI agents at Nubank, a company with 100M+ users. Our approach integrates several key components: (1) structured context engineering tailored to customer support agents, (2) systematic human-in-the-loop prompt iteration, (3) rigorous LLM judge evaluation with measured inter-rater agreement and GEPA optimization for consistency, and (4) ideation-to-production validation. A central insight is that evaluation-pipeline quality directly determines iteration velocity. We present results from five production deployments spanning distinct domains: card delivery, debt management, credit-limit support, card management, and product explanation. These deployments deliver consistent customer-satisfaction gains while substantially accelerating iteration. In our card-delivery deployment, large-scale A/B testing yields a 37 percentage-point improvement in AI transactional Net Promoter Score and a 29 percentage-point gain in self-service rate over prior agent variants, alongside a strong correlation between offline simulation metrics and online outcomes, demonstrating that eval-driven development reliably predicts production impact. On most use cases, AI satisfaction reaches within a few percentage points of expert human agents.

benchmark
GitHubCompare
Refreshed 1mo ago
OverviewActivity52wAlternativesDocs
Stars0
Forks0
HF Downloads—30d
Last commit—
Refreshed1mo ago
Project healthUnknownNo activity data.
Production readinessResearch / EarlyBest for exploration and prototyping.
Risk notesUnknown licenseVerify license before production use.
AgentHub Score
55 / 100
Composite score from 6 signals. How we score →
Active project
55Score
Growth
40C
Activity
30C
Documentation
70C+
Maturity
45C
Community
42C
Production
58C
GitHub stars · 0 days observed0 not enough history
snapshots
Repository activity · 0 days observedReal snapshots from pushed_at
inactivepushed
2026-07-262026-07-27
Practical assessment
Should you use it?

✓ Best for

  • Research and experimentation
  • Prototype development
  • Learning agentic patterns

◎ Strengths

  • Active community
  • Open source
  • Well-documented API

✕ Not ideal for

  • Untested at scale without validation
  • Teams without AI/ML expertise

⚠ Watch-outs

  • Review changelog before updating
  • Verify license for commercial use
Technical details
What's inside
Language—
License—
Sourcearxiv
Open source✗ No
Commercial use—
Docs—
Demo—

AgentHub Score

55
Score 55/100
Below average

Alternatives

A
AgentBench
3.6k · benchmark
61
W
WebArena
1.6k · benchmark
61
V
VisualAgentBench
274 · benchmark
60
A
ALFWorld
810 · benchmark
55Compare all →

Recent activity

Latest commit ——
Indexed by AgentHub crawler1mo ago
Monitor for new releasesongoing