Learning Selective LLM Autonomy from Copilot Feedback in Enterprise Customer Support Workflows

Nikita Borovkov, Elisei Rykov, Olga Tsymboi, Sergei Filimonov, Nikita Surnachev, Dmitry Bitman, Anatolii Potapov

Keywords: Large Language Models, Customer Support, Selective Automation, Human-in-the-Loop, Copilot Systems

Abstract: We present a deployed system that automates end-to-end customer support workflows inside an enterprise Business Process Management (BPM) platform. The approach is scalable in production and reaches selective automation within two weeks for a new process, leveraging supervision already generated at scale: structured per-case UI interaction traces and low-overhead copilot feedback, where operators either accept a suggestion or provide a correction. A staged deployment pipeline trains a next UI action policy, learns a critic from copilot feedback to calibrate abstention, and executes only high-confidence steps in the background while deferring uncertain decisions to operators and resuming from the updated UI state. This setup lets one operator supervise multiple concurrent sessions and be interrupted only when the system is uncertain. The system operates on a schema-driven view of the BPM interface and includes monitoring and safe fallbacks for production. In production, it automated 45% of sessions and reduced average handling time by 39% without degrading support quality level.

Submission Type: Deployed

Submission Number: 499