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

Computer Science > Artificial Intelligence [Submitted on 25 Feb 2026] Help Without Being Asked: A Deployed Proactive Agent System for On-Call Support with Continuous Self-Improvement Fengrui Liu, Xiao He, Tieying Zhang 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 support analysts. Recent studies have explored reactive agents that leverage large language models as a first line of support to interact with customers directly and resolve issues. However, when issues remain unresolved and are escalated to human support, these agents are typically disengaged. As a result, they cannot assist with follow-up inquiries, track resolution progress, or learn from the cases they fail to address. In this paper, we introduce Vigil, a novel proactive agent system designed to operate throughout the entire on-call life-cycle. Unlike reactive agents, Vigil focuses on providing assistance during the phase in which human support is already involved. It integrates into the dialogue between the customer and the analyst, proactively offering assistance without explicit user invocation. Moreover, Vigil incorporates a continuous self-improvement mechanism that extracts knowledge from human-resolved cases to autonomously update its capabilities. Vigil has been deployed on Volcano Engine, ByteDance's cloud platform, for over ten months, and comprehensive evaluations based on this deployment demonstrate its effectiveness and practicality. The open source version of this work is publicly available at this https URL. Subjects: Artificial Intelligence (cs.AI); Software Engineering (cs.SE) Cite as: arXiv:2604.09579 [cs.AI]   (or arXiv:2604.09579v1 [cs.AI] for this version)   https://doi.org/10.48550/arXiv.2604.09579 Focus to learn more Submission history From: Fengrui Liu [view email] [v1] Wed, 25 Feb 2026 07:46:39 UTC (997 KB) Access Paper: HTML (experimental) view license Current browse context: cs.AI < prev   |   next > new | recent | 2026-04 Change to browse by: cs cs.SE References & Citations NASA ADS Google Scholar Semantic Scholar Export BibTeX Citation Bookmark Bibliographic Tools Bibliographic and Citation Tools Bibliographic Explorer Toggle Bibliographic Explorer (What is the Explorer?) Connected Papers Toggle Connected Papers (What is Connected Papers?) Litmaps Toggle Litmaps (What is Litmaps?) scite.ai Toggle scite Smart Citations (What are Smart Citations?) Code, Data, Media Demos Related Papers About arXivLabs Which authors of this paper are endorsers? | Disable MathJax (What is MathJax?)