arXiv:2511.12133cs.CL2025-11被引 2

用真实通话数据训练大模型,让AI打电话推销更靠谱。

AI-Salesman: Towards Reliable Large Language Model Driven Telemarketing

  • 分两阶段训练:先学策略,再按脚本动态引导对话
  • 在真实通话数据上表现优于基线模型,人类评估更可信
  • 适合需要高准确性和说服力的智能销售场景

以电话营销为代表的目标驱动型说服性对话,要求复杂的多轮规划和严格的事实一致性,对当前最先进的大语言模型仍是重大挑战。以往研究受限于特定任务数据,直接应用大模型易出现策略脆弱性和事实幻觉。本文首次构建并发布面向该领域的现实世界对话数据集TeleSalesCorpus。提出AI-Salesman框架,采用双阶段架构:训练阶段设计贝叶斯监督强化学习算法,从噪声对话中学习稳健销售策略;推理阶段引入动态大纲引导代理(DOGA),利用预建脚本库实现逐轮策略指导。此外,设计包含细粒度销售技能指标与大模型裁判范式的综合评估框架。实验表明,所提AI-Salesman在自动指标和全面人工评估中均显著优于基线模型,展现出在复杂说服场景中的有效性。

原文摘要 · Abstract (English)

Goal-driven persuasive dialogue, exemplified by applications like telemarketing, requires sophisticated multi-turn planning and strict factual faithfulness, which remains a significant challenge for even state-of-the-art Large Language Models (LLMs). A lack of task-specific data often limits previous works, and direct LLM application suffers from strategic brittleness and factual hallucination. In this paper, we first construct and release TeleSalesCorpus, the first real-world-grounded dialogue dataset for this domain. We then propose AI-Salesman, a novel framework featuring a dual-stage architecture. For the training stage, we design a Bayesian-supervised reinforcement learning algorithm that learns robust sales strategies from noisy dialogues. For the inference stage, we introduce the Dynamic Outline-Guided Agent (DOGA), which leverages a pre-built script library to provide dynamic, turn-by-turn strategic guidance. Moreover, we design a comprehensive evaluation framework that combines fine-grained metrics for key sales skills with the LLM-as-a-Judge paradigm. Experimental results demonstrate that our proposed AI-Salesman significantly outperforms baseline models in both automatic metrics and comprehensive human evaluations, showcasing its effectiveness in complex persuasive scenarios.

大模型应用对话系统智能销售

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