Agentic model supported by language models tuned to interact with fulfillment agents on behalf of users of an online system

A computer program product comprising a non-transitory computer readable storage medium having instructions encoded thereon that, when executed by a processor, cause the processor to perform steps comprising:

• receiving, from a device of a picker associated with an online system and via a network, a message related to fulfillment of an order placed by a user of the online system;
• detecting a threshold amount of time elapsed from the reception of the message without the user responding to the message;
• responsive to detecting the elapsed threshold amount of time, selecting, based on an identification of the user, a large language model (LLM) from a set of LLMs, the selected LLM associated with a cluster of users of the online system including the user and tuned to have a persona of the user that is common to the cluster of users;
• generating a prompt for input into the selected LLM, the prompt including the message from the picker, first data related to the user, second data related to the cluster of users, and a request for generating a response to the message from the picker;
• requesting the selected LLM to generate, based on the prompt input into the selected LLM, the response to the message from the picker on behalf of the user;
• and
• causing a user interface of the device of the picker and a user interface of a device associated with the user to display the response to the message.

A computer system comprising:

• a processor;
• and
• a non-transitory computer-readable storage medium having instructions that, when executed by the processor, cause the computer system to perform steps comprising:
• receiving, from a device of a picker associated with an online system and via a network, a message related to fulfillment of an order placed by a user of the online system;
• detecting a threshold amount of time elapsed from the reception of the message without the user responding to the message;
• responsive to detecting the elapsed threshold amount of time, selecting, based on an identification of the user, a large language model (LLM) from a set of LLMs, the selected LLM associated with a cluster of users of the online system including the user and tuned to have a persona of the user that is common to the cluster of users;
• generating a prompt for input into the selected LLM, the prompt including the message from the picker, first data related to the user, second data related to the cluster of users, and a request for generating a response to the message from the picker;
• requesting the selected LLM to generate, based on the prompt input into the selected LLM, the response to the message from the picker on behalf of the user;
• and
• causing a user interface of the device of the picker and a user interface of a device associated with the user to display the response to the message.