Non-Collaborative User Simulators for Tool Agents

Tool agents interact with users through multi-turn dialogues to accomplish various tasks. Recent studies have adopted user simulation methods to develop these agents in multi-turn settings. However, existing user simulators tend to be agent-friendly, exhibiting only cooperative behaviors, failing to train and test agents against non-collaborative users in the real world. We propose a novel user simulator architecture that simulates four categories of non-collaborative behaviors: requesting unavailable services, digressing into tangential conversations, expressing impatience, and providing incomplete utterances. Our user simulator can simulate challenging and natural non-collaborative behaviors while reliably delivering all intents and information necessary to accomplish the task. Our experiments on MultiWOZ and -bench reveal significant performance degradation in state-of-the-art tool agents when encountering non-collaborative users, as well as agent weaknesses under each non-collaborative condition such as escalated hallucinations and dialogue breakdowns. Our findings point to the need for methods that can improve agent robustness to the wide range of user behaviors encountered in deployment. We release the extensible simulation framework to help the community develop and stress-test tool agents under realistic conditions within their own service domains. Our code is available at https://github.com/holi-lab/NCUser.