PersuaRL: Reinforcement Learning-Driven Multi-Expert Selection for Persuasive Dialogue Generation in Insurance

Abstract

Large Language Models (LLMs) are revolutionizing digital communication by powering conversational agents deployed across domains such as customer service, digital sales, and insurance. These agents, built on LLMs, can understand user input, retrieve relevant information, and generate coherent responses. However, while they excel at factual communication, they often lack the ability to engage in truly persuasive, context-sensitive dialogue, especially in domains like insurance, where trust and clarity are critical. Building on this need within the insurance domain, our work focuses on improving the persuasiveness of digital agents, aka LLMs. To support this, we introduce InsureDial, a Persuasive Insurance Dialogue dataset, designed to capture the nuances of persuasive communication specific to motor insurance interactions. We introduce PersuaRL, a reinforcement learning-based framework that equips LLM-driven dialogue agents with the ability to adaptively explore, select, and coordinate strategies across multiple expert modules, guided by the evolving dialogue context, to achieve more effective persuasion. We conduct extensive automatic human and qualitative evaluations on two benchmark persuasion dialogue datasets, including our InsureDial. Our evaluations consistently demonstrate that PersuaRL outperforms baseline, generating contextually appropriate and highly persuasive responses.