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Dec 10

CRMArena: Understanding the Capacity of LLM Agents to Perform Professional CRM Tasks in Realistic Environments

Customer Relationship Management (CRM) systems are vital for modern enterprises, providing a foundation for managing customer interactions and data. Integrating AI agents into CRM systems can automate routine processes and enhance personalized service. However, deploying and evaluating these agents is challenging due to the lack of realistic benchmarks that reflect the complexity of real-world CRM tasks. To address this issue, we introduce CRMArena, a novel benchmark designed to evaluate AI agents on realistic tasks grounded in professional work environments. Following guidance from CRM experts and industry best practices, we designed CRMArena with nine customer service tasks distributed across three personas: service agent, analyst, and manager. The benchmark includes 16 commonly used industrial objects (e.g., account, order, knowledge article, case) with high interconnectivity, along with latent variables (e.g., complaint habits, policy violations) to simulate realistic data distributions. Experimental results reveal that state-of-the-art LLM agents succeed in less than 40% of the tasks with ReAct prompting, and less than 55% even with function-calling abilities. Our findings highlight the need for enhanced agent capabilities in function-calling and rule-following to be deployed in real-world work environments. CRMArena is an open challenge to the community: systems that can reliably complete tasks showcase direct business value in a popular work environment.

  • 9 authors
·
Nov 4, 2024

Task Memory Engine: Spatial Memory for Robust Multi-Step LLM Agents

Large Language Models (LLMs) falter in multi-step interactions -- often hallucinating, repeating actions, or misinterpreting user corrections -- due to reliance on linear, unstructured context. This fragility stems from the lack of persistent memory to track evolving goals and task dependencies, undermining trust in autonomous agents. We introduce the Task Memory Engine (TME), a modular memory controller that transforms existing LLMs into robust, revision-aware agents without fine-tuning. TME implements a spatial memory framework that replaces flat context with graph-based structures to support consistent, multi-turn reasoning. Departing from linear concatenation and ReAct-style prompting, TME builds a dynamic task graph -- either a tree or directed acyclic graph (DAG) -- to map user inputs to subtasks, align them with prior context, and enable dependency-tracked revisions. Its Task Representation and Intent Management (TRIM) component models task semantics and user intent to ensure accurate interpretation. Across four multi-turn scenarios-trip planning, cooking, meeting scheduling, and shopping cart editing -- TME eliminates 100% of hallucinations and misinterpretations in three tasks, and reduces hallucinations by 66.7% and misinterpretations by 83.3% across 27 user turns, outperforming ReAct. TME's modular design supports plug-and-play deployment and domain-specific customization, adaptable to both personal assistants and enterprise automation. We release TME's codebase, benchmarks, and components as open-source resources, enabling researchers to develop reliable LLM agents. TME's scalable architecture addresses a critical gap in agent performance across complex, interactive settings.

  • 1 authors
·
May 25

ReAct: Synergizing Reasoning and Acting in Language Models

While large language models (LLMs) have demonstrated impressive capabilities across tasks in language understanding and interactive decision making, their abilities for reasoning (e.g. chain-of-thought prompting) and acting (e.g. action plan generation) have primarily been studied as separate topics. In this paper, we explore the use of LLMs to generate both reasoning traces and task-specific actions in an interleaved manner, allowing for greater synergy between the two: reasoning traces help the model induce, track, and update action plans as well as handle exceptions, while actions allow it to interface with external sources, such as knowledge bases or environments, to gather additional information. We apply our approach, named ReAct, to a diverse set of language and decision making tasks and demonstrate its effectiveness over state-of-the-art baselines, as well as improved human interpretability and trustworthiness over methods without reasoning or acting components. Concretely, on question answering (HotpotQA) and fact verification (Fever), ReAct overcomes issues of hallucination and error propagation prevalent in chain-of-thought reasoning by interacting with a simple Wikipedia API, and generates human-like task-solving trajectories that are more interpretable than baselines without reasoning traces. On two interactive decision making benchmarks (ALFWorld and WebShop), ReAct outperforms imitation and reinforcement learning methods by an absolute success rate of 34% and 10% respectively, while being prompted with only one or two in-context examples. Project site with code: https://react-lm.github.io

  • 7 authors
·
Oct 5, 2022 1

Evidence to Generate (E2G): A Single-agent Two-step Prompting for Context Grounded and Retrieval Augmented Reasoning

While chain-of-thought (CoT) prompting has revolutionized how LLMs perform reasoning tasks, its current methods and variations (e.g, Self-consistency, ReACT, Reflexion, Tree-of-Thoughts (ToT), Cumulative Reasoning (CR)) suffer from limitations like slowness, limited context grounding, hallucination and inconsistent outputs. To overcome these challenges, we introduce Evidence to Generate (E2G), a novel single-agent, two-step prompting framework. Instead of unverified reasoning claims, this innovative approach leverages the power of "evidence for decision making" by first focusing exclusively on the thought sequences (the series of intermediate steps) explicitly mentioned in the context which then serve as extracted evidence, guiding the LLM's output generation process with greater precision and efficiency. This simple yet powerful approach unlocks the true potential of chain-of-thought like prompting, paving the way for faster, more reliable, and more contextually aware reasoning in LLMs. \tool achieves remarkable results robustly across a wide range of knowledge-intensive reasoning and generation tasks, surpassing baseline approaches with state-of-the-art LLMs. For example, (i) on LogiQA benchmark using GPT-4 as backbone model, \tool achieves a new state-of-the Accuracy of 53.8% exceeding CoT by 18%, ToT by 11%, CR by 9% (ii) a variant of E2G with PaLM2 outperforms the variable-shot performance of Gemini Ultra by 0.9 F1 points, reaching an F1 score of 83.3 on a subset of DROP.

  • 1 authors
·
Jan 11, 2024

InterCode: Standardizing and Benchmarking Interactive Coding with Execution Feedback

Humans write code in a fundamentally interactive manner and rely on constant execution feedback to correct errors, resolve ambiguities, and decompose tasks. While LLMs have recently exhibited promising coding capabilities, current coding benchmarks mostly consider a static instruction-to-code sequence transduction process, which has the potential for error propagation and a disconnect between the generated code and its final execution environment. To address this gap, we introduce InterCode, a lightweight, flexible, and easy-to-use framework of interactive coding as a standard reinforcement learning (RL) environment, with code as actions and execution feedback as observations. Our framework is language and platform agnostic, uses self-contained Docker environments to provide safe and reproducible execution, and is compatible out-of-the-box with traditional seq2seq coding methods, while enabling the development of new methods for interactive code generation. We use InterCode to create two interactive code environments with Bash and SQL as action spaces, leveraging data from the static Spider and NL2Bash datasets. We demonstrate InterCode's viability as a testbed by evaluating multiple state-of-the-art LLMs configured with different prompting strategies such as ReAct and Plan & Solve. Our results showcase the benefits of interactive code generation and demonstrate that InterCode can serve as a challenging benchmark for advancing code understanding and generation capabilities. InterCode is designed to be easily extensible and can even be used to incorporate new tasks such as Capture the Flag, a popular coding puzzle that is inherently multi-step and involves multiple programming languages. Project site with code and data: https://intercode-benchmark.github.io

  • 4 authors
·
Jun 26, 2023

LocationReasoner: Evaluating LLMs on Real-World Site Selection Reasoning

Recent advances in large language models (LLMs), particularly those enhanced through reinforced post-training, have demonstrated impressive reasoning capabilities, as exemplified by models such as OpenAI o1 and DeepSeek-R1. However, these capabilities are predominantly benchmarked on domains like mathematical problem solving and code generation -- leaving open the question of whether such reasoning skills generalize to complex, real-world scenarios. In this paper, we introduce LocationReasoner, a benchmark designed to evaluate LLMs' reasoning abilities in the context of real-world site selection, where models must identify feasible locations by reasoning over diverse and complicated spatial, environmental, and logistical constraints. The benchmark comprises over 300 carefully crafted queries of varying difficulty levels, supported by a sandbox environment with in-house tools for constraint-based location search. Extensive evaluations reveal that state-of-the-art reasoning models offer limited improvement over their non-reasoning predecessors in real-world contexts, with even the latest OpenAI o4 model failing on 30% of site selection tasks. Moreover, agentic strategies such as ReAct and Reflexion often suffer from over-reasoning, leading to worse outcomes than direct code-generation prompting. With key limitations of LLMs in holistic and non-linear reasoning highlighted, we release LocationReasoner to foster the development of LLMs and agents capable of robust, grounded reasoning in real-world decision-making tasks. Codes and data for our benchmark are available at https://github.com/miho-koda/LocationReasoner.

  • 7 authors
·
Jun 16

IterResearch: Rethinking Long-Horizon Agents via Markovian State Reconstruction

Recent advances in deep-research agents have shown promise for autonomous knowledge construction through dynamic reasoning over external sources. However, existing approaches rely on a mono-contextual paradigm that accumulates all information in a single, expanding context window, leading to context suffocation and noise contamination that limit their effectiveness on long-horizon tasks. We introduce IterResearch, a novel iterative deep-research paradigm that reformulates long-horizon research as a Markov Decision Process with strategic workspace reconstruction. By maintaining an evolving report as memory and periodically synthesizing insights, our approach preserves consistent reasoning capacity across arbitrary exploration depths. We further develop Efficiency-Aware Policy Optimization (EAPO), a reinforcement learning framework that incentivizes efficient exploration through geometric reward discounting and enables stable distributed training via adaptive downsampling. Extensive experiments demonstrate that IterResearch achieves substantial improvements over existing open-source agents with average +14.5pp across six benchmarks and narrows the gap with frontier proprietary systems. Remarkably, our paradigm exhibits unprecedented interaction scaling, extending to 2048 interactions with dramatic performance gains (from 3.5\% to 42.5\%), and serves as an effective prompting strategy, improving frontier models by up to 19.2pp over ReAct on long-horizon tasks. These findings position IterResearch as a versatile solution for long-horizon reasoning, effective both as a trained agent and as a prompting paradigm for frontier models.

  • 16 authors
·
Nov 10 10