Avi Yaeli

Sivan Schwartz, Avi Yaeli, Segev Shlomov

Trust in AI agents has been extensively studied in the literature, resulting in significant advancements in our understanding of this field. However, the rapid advancements in Large Language Models (LLMs) and the emergence of LLM-based AI agent frameworks pose new challenges and opportunities for further research. In the field of process automation, a new generation of AI-based agents has emerged, enabling the execution of complex tasks. At the same time, the process of building automation has become more accessible to business users via user-friendly no-code tools and training mechanisms. This paper explores these new challenges and opportunities, analyzes the main aspects of trust in AI agents discussed in existing literature, and identifies specific considerations and challenges relevant to this new generation of automation agents. We also evaluate how nascent products in this category address these considerations. Finally, we highlight several challenges that the research community should address in this evolving landscape.

Sergey Zeltyn, Segev Shlomov, Avi Yaeli et al.

Business processes that involve AI-powered automation have been gaining importance and market share in recent years. These business processes combine the characteristics of classical business process management, goal-driven chatbots, conversational recommendation systems, and robotic process automation. In the new context, prescriptive process monitoring demands innovative approaches. Unfortunately, data logs from these new processes are still not available in the public domain. We describe the main challenges in this new domain and introduce a synthesized dataset that is based on an actual use case of intelligent process automation with chatbot orchestration. Using this dataset, we demonstrate crowd-wisdom and goal-driven approaches to prescriptive process monitoring.

Segev Shlomov, Iftach Shoham, Alon Oved et al.

Enterprise agents are increasingly expected to operate autonomously across tools and interfaces, yet production deployments require governance by construction. Systems must specify which actions are allowed, when human oversight is required, and what information may be exposed, without rebuilding the agent for each domain. This demo presents CUGA's policy system, a modular policy-as-code layer that composes with a generalist LLM agent to deliver predictable, auditable, and compliance-aware behavior in compound workflows without model fine-tuning. We present a runtime governance architecture that enforces policy interventions at every critical stage of execution. Rather than passively constraining behavior, policies intercept the agent at five structural checkpoints: upstream of planning (Intent Guard), within the system prompt to steer reasoning (Playbook), at the tool-call boundary to enforce proper usage (Tool Guide), outside the reasoning loop as a Human-in-the-Loop gate for high-risk actions (Tool Approvals), and at the output stage to filter and structure the final response (Output Formatter). Together, these stages embed governance continuously across the agent's execution pipeline rather than treating it as an afterthought. Using a healthcare scenario and a multi-layered enforcement intervention, the demo shows dynamic playbook injection for structured tool-sequence enforcement, intent guards that block malicious or accidental harmful requests, and human-in-the-loop tool approval checkpoints for potentially destructive actions. The artifact illustrates how typed governance primitives enable faster, safer deployment of enterprise agentic systems while improving policy adherence and execution consistency.

Ido Levy, Eilam Shapira, Yinon Goldshtein et al.

Agentic systems, AI architectures that autonomously execute multi-step workflows to achieve complex goals, are often built using repeated large language model (LLM) calls for closed-set decision tasks such as routing, shortlisting, gating, and verification. While convenient, this design makes deployments slow and expensive due to cumulative latency and token usage. We propose TabAgent, a framework for replacing generative decision components in closed-set selection tasks with a compact textual-tabular classifier trained on execution traces. TabAgent (i) extracts structured schema, state, and dependency features from trajectories (TabSchema), (ii) augments coverage with schema-aligned synthetic supervision (TabSynth), and (iii) scores candidates with a lightweight classifier (TabHead). On the long-horizon AppWorld benchmark, TabAgent maintains task-level success while eliminating shortlist-time LLM calls, reducing latency by approximately 95% and inference cost by 85-91%. Beyond tool shortlisting, TabAgent generalizes to other agentic decision heads, establishing a paradigm for learned discriminative replacements of generative bottlenecks in production agent architectures.

Segev Shlomov, Alon Oved, Sami Marreed et al.

Agents are rapidly advancing in automating digital work, but enterprises face a harder challenge: moving beyond prototypes to deployed systems that deliver measurable business value. This path is complicated by fragmented frameworks, slow development, and the absence of standardized evaluation practices. Generalist agents have emerged as a promising direction, excelling on academic benchmarks and offering flexibility across task types, applications, and modalities. Yet, evidence of their use in production enterprise settings remains limited. This paper reports IBM's experience developing and piloting the Computer Using Generalist Agent (CUGA), which has been open-sourced for the community (https://github.com/cuga-project/cuga-agent). CUGA adopts a hierarchical planner--executor architecture with strong analytical foundations, achieving state-of-the-art performance on AppWorld and WebArena. Beyond benchmarks, it was evaluated in a pilot within the Business-Process-Outsourcing talent acquisition domain, addressing enterprise requirements for scalability, auditability, safety, and governance. To support assessment, we introduce BPO-TA, a 26-task benchmark spanning 13 analytics endpoints. In preliminary evaluations, CUGA approached the accuracy of specialized agents while indicating potential for reducing development time and cost. Our contribution is twofold: presenting early evidence of generalist agents operating at enterprise scale, and distilling technical and organizational lessons from this initial pilot. We outline requirements and next steps for advancing research-grade architectures like CUGA into robust, enterprise-ready systems.

Sami Marreed, Alon Oved, Avi Yaeli et al.

This paper presents our ongoing work toward developing an enterprise-ready Computer Using Generalist Agent (CUGA) system. Our research highlights the evolutionary nature of building agentic systems suitable for enterprise environments. By integrating state-of-the-art agentic AI techniques with a systematic approach to iterative evaluation, analysis, and refinement, we have achieved rapid and cost-effective performance gains, notably reaching a new state-of-the-art performance on the WebArena and AppWorld benchmarks. We detail our development roadmap, the methodology and tools that facilitated rapid learning from failures and continuous system refinement, and discuss key lessons learned and future challenges for enterprise adoption.

Alon Oved, Segev Shlomov, Sergey Zeltyn et al.

Predicting the next activity in an ongoing process is one of the most common classification tasks in the business process management (BPM) domain. It allows businesses to optimize resource allocation, enhance operational efficiency, and aids in risk mitigation and strategic decision-making. This provides a competitive edge in the rapidly evolving confluence of BPM and AI. Existing state-of-the-art AI models for business process prediction do not fully capitalize on available semantic information within process event logs. As current advanced AI-BPM systems provide semantically-richer textual data, the need for novel adequate models grows. To address this gap, we propose the novel SNAP method that leverages language foundation models by constructing semantic contextual stories from the process historical event logs and using them for the next activity prediction. We compared the SNAP algorithm with nine state-of-the-art models on six benchmark datasets and show that SNAP significantly outperforms them, especially for datasets with high levels of semantic content.

Hadar Mulian, Sergey Zeltyn, Ido Levy et al.

We introduce a comprehensive validation framework for LLM-based agentic systems that provides systematic diagnosis and improvement of reliability failures. The framework includes fifteen failure-detection tools and two root-cause analysis modules that jointly uncover weaknesses across input handling, prompt design, and output generation. It integrates lightweight rule-based checks with LLM-as-a-judge assessments to support structured incident detection, classification, and repair. We applied the framework to IBM CUGA, evaluating its performance on the AppWorld and WebArena benchmarks. The analysis revealed recurrent planner misalignments, schema violations, brittle prompt dependencies, and more. Based on these insights, we refined both prompting and coding strategies, maintaining CUGA's benchmark results while enabling mid-sized models such as Llama 4 and Mistral Medium to achieve notable accuracy gains, substantially narrowing the gap with frontier models. Beyond quantitative validation, we conducted an exploratory study that fed the framework's diagnostic outputs and agent description into an LLM for self-reflection and prioritization. This interactive analysis produced actionable insights on recurring failure patterns and focus areas for improvement, demonstrating how validation itself can evolve into an agentic, dialogue-driven process. These results show a path toward scalable, quality assurance, and adaptive validation in production agentic systems, offering a foundation for more robust, interpretable, and self-improving agentic architectures.