Onkar Thorat

Kung-Hsiang Huang, Akshara Prabhakar, Onkar Thorat et al. · princeton

While AI agents hold transformative potential in business, effective performance benchmarking is hindered by the scarcity of public, realistic business data on widely used platforms. Existing benchmarks often lack fidelity in their environments, data, and agent-user interactions, with limited coverage of diverse business scenarios and industries. To address these gaps, we introduce CRMArena-Pro, a novel benchmark for holistic, realistic assessment of LLM agents in diverse professional settings. CRMArena-Pro expands on CRMArena with nineteen expert-validated tasks across sales, service, and 'configure, price, and quote' processes, for both Business-to-Business and Business-to-Customer scenarios. It distinctively incorporates multi-turn interactions guided by diverse personas and robust confidentiality awareness assessments. Experiments reveal leading LLM agents achieve only around 58% single-turn success on CRMArena-Pro, with performance dropping significantly to approximately 35% in multi-turn settings. While Workflow Execution proves more tractable for top agents (over 83% single-turn success), other evaluated business skills present greater challenges. Furthermore, agents exhibit near-zero inherent confidentiality awareness; though targeted prompting can improve this, it often compromises task performance. These findings highlight a substantial gap between current LLM capabilities and enterprise demands, underscoring the need for advancements in multi-turn reasoning, confidentiality adherence, and versatile skill acquisition.

Onkar Thorat, Philippe Laban, Chien-Sheng Wu · microsoft-research

Detecting factual inconsistencies in summarization is critical, yet existing benchmarks lack the necessary challenge and interpretability for robust evaluation. In this paper, we introduce SummExecEdit, a novel pipeline and benchmark leveraging executable edits to assess models on their ability to both detect factual errors and provide accurate explanations. The top-performing model, Claude3-Opus, achieves a joint detection and explanation score of only 0.49 in our benchmark, with individual scores of 0.67 for detection and 0.73 for explanation. We conduct detailed evaluations to assess the current state of models in this field and find that more than half of the 20+ LLMs in our study struggle with over 30% of the SummExecEdit benchmark. Additionally, we identify four primary types of explanation errors, with 45.4% of them involving a focus on completely unrelated parts of the summary.