arXiv Computation and Language By Monojit Banerjee, Zhujun Lan, Defu Cao

CRM-Agent-Bench: Benchmarking Tool-Using Agents in Stateful Enterprise Environments

Read the original on arXiv Computation and Language →

CRM‑Agent‑Bench is a benchmark that evaluates language agents in customer‑relationship‑management settings by testing 555 stateful, multi‑turn tasks across nine business domains. Each task includes an executable contract with checks on actions, arguments, order, responses, target state, and protected state, and success requires meeting all these checks. The benchmark reports coverage, latency, and cost, showing that evaluated systems achieve 64.32%–83.60% strict success while varying in cost and domain reliability.

Machine-generated by The Flow from the publisher's headline and feed description — not written or checked by a human. The full article lives at arXiv Computation and Language.

arXiv AI
Sep 17

PACT: Can Enterprise AI Assistants Be Trusted Under Pressure?

The paper introduces PACT, a benchmark designed to evaluate how well enterprise AI assistants follow compliance rules when faced with various pressures such as persistent users or hurried managers. PACT covers twelve regulated domains and forty-eight realistic multi‑turn scenarios, pairing each rule with a shortcut that violates it and applying different pressures across wording and system‑prompt modes. Using PACT, the authors profile six metrics of compliance and aggregate them into a PACTScore, revealing significant variability among 22 LLM models and that even top performers misapply rules 6–10% of the time, with user pressure increasing violations by 65% on average.

By Mika Okamoto, Ansel Kaplan Erol
arXiv Computation and Language
Aug 21

One Success Isn't Reliability: Thinkingbox, a Sandbox and Benchmark for Agents in Stateful Business Workflows

arXiv:2608. 19741v1 Announce Type: new Abstract: Recent agent benchmarks increasingly ground evaluation in executable environments, from code repair to web navigation, app APIs, and function calling.

By Zhuochun Li, Youngmin Ko, Ali Keramati, Nicola Ferri, Susana Palmaz Lopez Pelaez, Liang-Chun Tsai, Calvin Wang, Mirco Milletari, Tuhin Kundu, Vadim Smolyakov, Kjartan Olafsson, Tommy Guy
arXiv AI
Sep 15

Salesforce Koa: An Enterprise Language Model for Agentic Tool Use

arXiv:2609.15066v1 Announce Type: cross Abstract: We present Salesforce Koa, an enterprise language model built by post-training the open-weight Nemotron-3-Super-120B foundation model with reinforcem...

By Zixiang Chen, Sufeng Niu, Yingchi Liu, Wenting Zhao, Akshara Prabhakar, Shubham Mehrotra, Bin Bi, Zhujun Lan, Katherine Tan, Mohammad Ramezanali, Tulika Manoj Awalgaonkar, Monojit Banerjee, Jielin Qiu, Shiva Kumar Pentyala, Zhepeng Cen, Anupam Tripathi, Ali Ziaei, Regunathan Radhakrishnan, Darvish Lee Shadravan, Shelby Heinecke, Sitaram Asur, Silvio Savarese, James Zhu, Phil Mui, Huan Wang
arXiv AI
Jul 3

When Should Service Agents Reconsider? Difficulty-Routed Control in Customer-Service Operations

arXiv:2607. 01426v1 Announce Type: new Abstract: Autonomous customer-service agents are shifting from conversational interfaces toward operational execution roles: they retrieve firm records, apply service policies, and execute backend writes such as refunds, cancellations, exchanges, order modifications, and reservation changes.

By Qian Chen, Chengyuan Liu, Xin Yu
arXiv AI
Sep 2

UniACE: A Unified Framework for Evaluating LLM Agentic Capabilities

UniACE is a unified framework that standardizes the evaluation of large language model (LLM) agents by representing each benchmark as an instruction–tool–environment triplet and running models through a shared, task‑agnostic harness in isolated runtimes. It preserves native success criteria, offers an offline mode for dynamic‑resource tasks, and standardizes efficiency metrics, execution records, and failure attribution. Applying UniACE to 7 benchmarks across 24 domains and 15 models revealed significant score shifts, ranking reversals, and sensitivity to evidence representation, highlighting the impact of evaluation configuration on reported agent performance.

By Pengyu Zhu, Lijun Li, Yaxing Lyu, Qianxin Luo, Jingyi Yang, Yi Liu, Tingfeng Hui, Xinyu Yuan, Li Sun, Sen Su, Jing Shao