Customer – Software Agent Negotiations Using Large Language Model: An Experimental Study

No ratings

Presented at HICSS 2025 by

Rustam Vahidov

Real Carbonneau

Large Language Models (LLMs) present remarkable opportunities for researchers and professionals to improve the effectiveness of software agents acting on companies' behalf. A particularly promising application is using LLMs to negotiate deals with potential customers. This paper proposes integrating negotiation models with LLM capabilities to generate textual offers in machine-human negotiations. It builds on an assumption that LLMs demonstrate emotional intelligence in their interactions with humans, positively influencing negotiation outcomes and human perceptions. The work introduces a prototype agent application based on a phone plan sales scenario. An experiment with human participants tested the performance of the LLM-powered negotiation agent against a version without LLM. The results indicate that the LLM-enhanced software agent reached agreements with better prices.