RealWorldShop: Benchmarking and Improving Conversational Shopping Agents in Real-World E-commerce
Xinwei Yang, Kelong Mao, Yudong Guo, Sulong Xu, Simiu Gu, Chen Huang, Wenqiang Lei
Abstract
Large language models are reshaping ecommerce from static recommenders into interactive shopping assistants, yet real-world shopping requires session-level decision support: users reveal and revise constraints, coordinate multiple goals, and expect product-grounded recommendations over a full conversation. Existing benchmarks are mostly outcome-oriented or execution-oriented, leaving this evolving decision process under-evaluated. We introduce REALWORLDSHOP, a benchmark built on 3.28M grounded products, structured shopping episodes, a profile-grounded and actioncontrolled user simulator, and role-play evaluation. Our analysis shows that current systems produce locally plausible responses but struggle with state tracking, constraint updating, and grounded convergence, especially under ambiguous intent, bundle, and multi-intent scenarios. We further propose REALSHOP_AGENT, an executable session-control framework with explicit state management, shopping-flow control, catalog-grounded retrieval, and runtime guards. Experiments show that REALSHOP_AGENT consistently outperforms strong baselines on REALWORLDSHOP.