CRMArena: Understanding the Capacity of LLM Agents to Perform Professional CRM Tasks in Realistic Environments (2025.naacl-long)
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Kung-Hsiang Huang, Akshara Prabhakar, Sidharth Dhawan, Yixin Mao, Huan Wang, Silvio Savarese, Caiming Xiong, Philippe Laban, Chien-Sheng Wu
| Challenge: | Existing benchmarks for evaluating CRM agents on work-related tasks are limited due to data privacy concerns. |
| Approach: | They propose a benchmark to evaluate AI agents on real-world CRM tasks . they use 16 commonly used industrial objects with high interconnectivity to simulate real data distributions. |
| Outcome: | The new benchmark evaluates AI agents on real-world customer service tasks . it includes 16 commonly used industrial objects with high interconnectivity . the results highlight the need for enhanced agent capabilities in function-calling and rule-following . |
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Tomer Wolfson, Harsh Trivedi, Mor Geva, Yoav Goldberg, Dan Roth, Tushar Khot, Ashish Sabharwal, Reut Tsarfaty
| Challenge: | Automated agents powered by large language models are becoming more ingrained into how people seek information . but evaluation benchmarks for LLMs rarely feature natural questions that are time-consuming . a new benchmark, MoNaCo, aims to address this gap by eliciting and manually answering time-wasting questions . |
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MMAU: A Holistic Benchmark of Agent Capabilities Across Diverse Domains (2025.findings-naacl)
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