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.

Do RAG Systems Cover What Matters? Evaluating and Optimizing Responses with Sub-Question Coverage

Evaluating retrieval-augmented generation (RAG) systems remains challenging, particularly for open-ended questions that lack definitive answers and require coverage of multiple sub-topics. In this paper, we introduce a novel evaluation framework based on sub-question coverage, which measures how well a RAG system addresses different facets of a question. We propose decomposing questions into sub-questions and classifying them into three types -- core, background, and follow-up -- to reflect their roles and importance. Using this categorization, we introduce a fine-grained evaluation protocol that provides insights into the retrieval and generation characteristics of RAG systems, including three commercial generative answer engines: You.com, Perplexity AI, and Bing Chat. Interestingly, we find that while all answer engines cover core sub-questions more often than background or follow-up ones, they still miss around 50% of core sub-questions, revealing clear opportunities for improvement. Further, sub-question coverage metrics prove effective for ranking responses, achieving 82% accuracy compared to human preference annotations. Lastly, we also demonstrate that leveraging core sub-questions enhances both retrieval and answer generation in a RAG system, resulting in a 74% win rate over the baseline that lacks sub-questions.

Can AI writing be salvaged? Mitigating Idiosyncrasies and Improving Human-AI Alignment in the Writing Process through Edits

LLM-based applications are helping people write, and LLM-generated text is making its way into social media, journalism, and our classrooms. However, the differences between LLM-generated and human-written text remain unclear. To explore this, we hired professional writers to edit paragraphs in several creative domains. We first found these writers agree on undesirable idiosyncrasies in LLM-generated text, formalizing it into a seven-category taxonomy (e.g. cliches, unnecessary exposition). Second, we curated the LAMP corpus: 1,057 LLM-generated paragraphs edited by professional writers according to our taxonomy. Analysis of LAMP reveals that none of the LLMs used in our study (GPT4o, Claude-3.5-Sonnet, Llama-3.1-70b) outperform each other in terms of writing quality, revealing common limitations across model families. Third, we explored automatic editing methods to improve LLM-generated text. A large-scale preference annotation confirms that although experts largely prefer text edited by other experts, automatic editing methods show promise in improving alignment between LLM-generated and human-written text.

Summary of a Haystack: A Challenge to Long-Context LLMs and RAG Systems

LLMs and RAG systems are now capable of handling millions of input tokens or more. However, evaluating the output quality of such systems on long-context tasks remains challenging, as tasks like Needle-in-a-Haystack lack complexity. In this work, we argue that summarization can play a central role in such evaluation. We design a procedure to synthesize Haystacks of documents, ensuring that specific \textit{insights} repeat across documents. The "Summary of a Haystack" (SummHay) task then requires a system to process the Haystack and generate, given a query, a summary that identifies the relevant insights and precisely cites the source documents. Since we have precise knowledge of what insights should appear in a haystack summary and what documents should be cited, we implement a highly reproducible automatic evaluation that can score summaries on two aspects - Coverage and Citation. We generate Haystacks in two domains (conversation, news), and perform a large-scale evaluation of 10 LLMs and corresponding 50 RAG systems. Our findings indicate that SummHay is an open challenge for current systems, as even systems provided with an Oracle signal of document relevance lag our estimate of human performance (56\%) by 10+ points on a Joint Score. Without a retriever, long-context LLMs like GPT-4o and Claude 3 Opus score below 20% on SummHay. We show SummHay can also be used to study enterprise RAG systems and position bias in long-context models. We hope future systems can equal and surpass human performance on SummHay.

Investigating the prompt leakage effect and black-box defenses for multi-turn LLM interactions

Prompt leakage in large language models (LLMs) poses a significant security and privacy threat, particularly in retrieval-augmented generation (RAG) systems. However, leakage in multi-turn LLM interactions along with mitigation strategies has not been studied in a standardized manner. This paper investigates LLM vulnerabilities against prompt leakage across 4 diverse domains and 10 closed- and open-source LLMs. Our unique multi-turn threat model leverages the LLM's sycophancy effect and our analysis dissects task instruction and knowledge leakage in the LLM response. In a multi-turn setting, our threat model elevates the average attack success rate (ASR) to 86.2%, including a 99% leakage with GPT-4 and claude-1.3. We find that some black-box LLMs like Gemini show variable susceptibility to leakage across domains - they are more likely to leak contextual knowledge in the news domain compared to the medical domain. Our experiments measure specific effects of 6 black-box defense strategies, including a query-rewriter in the RAG scenario. Our proposed multi-tier combination of defenses still has an ASR of 5.3% for black-box LLMs, indicating room for enhancement and future direction for LLM security research.

MiniCheck: Efficient Fact-Checking of LLMs on Grounding Documents

Recognizing if LLM output can be grounded in evidence is central to many tasks in NLP: retrieval-augmented generation, summarization, document-grounded dialogue, and more. Current approaches to this kind of "fact-checking" are based on verifying each piece of a model generation against potential evidence using an LLM. However, this process can be very computationally expensive, requiring many calls to LLMs to check a single response. In this work, we show how to build small models that have GPT-4-level performance but for 400x lower cost. We do this by constructing synthetic training data with GPT-4, which involves creating realistic yet challenging instances of factual errors via a structured generation procedure. Training on this data teaches models to check each fact in the claim and recognize synthesis of information across sentences. For evaluation, we unify pre-existing datasets into a benchmark LLM-AggreFact, collected from recent work on fact-checking and grounding LLM generations. Our best system MiniCheck-FT5 (770M parameters) outperforms all systems of comparable size and reaches GPT-4 accuracy. We release LLM-AggreFact, code for data synthesis, and models.

Are You Sure? Challenging LLMs Leads to Performance Drops in The FlipFlop Experiment

The interactive nature of Large Language Models (LLMs) theoretically allows models to refine and improve their answers, yet systematic analysis of the multi-turn behavior of LLMs remains limited. In this paper, we propose the FlipFlop experiment: in the first round of the conversation, an LLM responds to a prompt containing a classification task. In a second round, the LLM is challenged with a follow-up phrase like "Are you sure?", offering an opportunity for the model to reflect on its initial answer, and decide whether to confirm or flip its answer. A systematic study of nine LLMs on seven classification tasks reveals that models flip their answers on average 46% of the time and that all models see a deterioration of accuracy between their first and final prediction, with an average drop of 17%. The FlipFlop experiment illustrates the universality of sycophantic behavior in LLMs and provides a robust framework to analyze model behavior and evaluate potential solutions.

Salespeople vs SalesBot: Exploring the Role of Educational Value in Conversational Recommender Systems

Making big purchases requires consumers to research or consult a salesperson to gain domain expertise. However, existing conversational recommender systems (CRS) often overlook users' lack of background knowledge, focusing solely on gathering preferences. In this work, we define a new problem space for conversational agents that aim to provide both product recommendations and educational value through mixed-type mixed-initiative dialog. We introduce SalesOps, a framework that facilitates the simulation and evaluation of such systems by leveraging recent advancements in large language models (LLMs). We build SalesBot and ShopperBot, a pair of LLM-powered agents that can simulate either side of the framework. A comprehensive human study compares SalesBot against professional salespeople, revealing that although SalesBot approaches professional performance in terms of fluency and informativeness, it lags behind in recommendation quality. We emphasize the distinct limitations both face in providing truthful information, highlighting the challenges of ensuring faithfulness in the CRS context. We release our code and make all data available.

Automatic and Human-AI Interactive Text Generation

In this tutorial, we focus on text-to-text generation, a class of natural language generation (NLG) tasks, that takes a piece of text as input and then generates a revision that is improved according to some specific criteria (e.g., readability or linguistic styles), while largely retaining the original meaning and the length of the text. This includes many useful applications, such as text simplification, paraphrase generation, style transfer, etc. In contrast to text summarization and open-ended text completion (e.g., story), the text-to-text generation tasks we discuss in this tutorial are more constrained in terms of semantic consistency and targeted language styles. This level of control makes these tasks ideal testbeds for studying the ability of models to generate text that is both semantically adequate and stylistically appropriate. Moreover, these tasks are interesting from a technical standpoint, as they require complex combinations of lexical and syntactical transformations, stylistic control, and adherence to factual knowledge, -- all at once. With a special focus on text simplification and revision, this tutorial aims to provide an overview of the state-of-the-art natural language generation research from four major aspects -- Data, Models, Human-AI Collaboration, and Evaluation -- and to discuss and showcase a few significant and recent advances: (1) the use of non-retrogressive approaches; (2) the shift from fine-tuning to prompting with large language models; (3) the development of new learnable metric and fine-grained human evaluation framework; (4) a growing body of studies and datasets on non-English languages; (5) the rise of HCI+NLP+Accessibility interdisciplinary research to create real-world writing assistant systems.

Beyond the Chat: Executable and Verifiable Text-Editing with LLMs

Conversational interfaces powered by Large Language Models (LLMs) have recently become a popular way to obtain feedback during document editing. However, standard chat-based conversational interfaces do not support transparency and verifiability of the editing changes that they suggest. To give the author more agency when editing with an LLM, we present InkSync, an editing interface that suggests executable edits directly within the document being edited. Because LLMs are known to introduce factual errors, Inksync also supports a 3-stage approach to mitigate this risk: Warn authors when a suggested edit introduces new information, help authors Verify the new information's accuracy through external search, and allow an auditor to perform an a-posteriori verification by Auditing the document via a trace of all auto-generated content. Two usability studies confirm the effectiveness of InkSync's components when compared to standard LLM-based chat interfaces, leading to more accurate, more efficient editing, and improved user experience.