@inproceedings{wang-etal-2025-debt,
    title = "Debt Collection Negotiations with Large Language Models: An Evaluation System and Optimizing Decision Making with Multi-Agent",
    author = "Wang, Xiaofeng  and
      Zhang, Zhixin  and
      Zheng, Jin Guang  and
      Ai, Yiming  and
      Wang, Rui",
    editor = "Che, Wanxiang  and
      Nabende, Joyce  and
      Shutova, Ekaterina  and
      Pilehvar, Mohammad Taher",
    booktitle = "Findings of the Association for Computational Linguistics: ACL 2025",
    month = jul,
    year = "2025",
    address = "Vienna, Austria",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/ingestion-acl-25/2025.findings-acl.497/",
    pages = "9555--9577",
    ISBN = "979-8-89176-256-5",
    abstract = "Debt collection negotiations (DCN) are vital for managing non-performing loans (NPLs) and reducing creditor losses. Traditional methods are labor-intensive, while large language models (LLMs) offer promising automation potential. However, prior systems lacked dynamic negotiation and real-time decision-making capabilities. This paper explores LLMs in automating DCN and proposes a novel evaluation framework with 13 metrics across 4 aspects. Our experiments reveal that LLMs tend to over-concede compared to human negotiators. To address this, we propose the Multi-Agent Debt Negotiation (MADeN) framework, incorporating planning and judging modules to improve decision rationality. We also apply post-training techniques, including DPO with rejection sampling, to optimize performance. Our studies provide valuable insights for practitioners and researchers seeking to enhance efficiency and outcomes in this domain."
}