Papers by Sidharth Dhawan
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 . |