Huan Wang

Kung-Hsiang Huang, Akshara Prabhakar, Sidharth Dhawan et al. · microsoft-research, princeton

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.

Keda Tao, Can Qin, Haoxuan You et al.

Video large language models (VLLMs) have significantly advanced recently in processing complex video content, yet their inference efficiency remains constrained because of the high computational cost stemming from the thousands of visual tokens generated from the video inputs. We empirically observe that, unlike single image inputs, VLLMs typically attend visual tokens from different frames at different decoding iterations, making a one-shot pruning strategy prone to removing important tokens by mistake. Motivated by this, we present DyCoke, a training-free token compression method to optimize token representation and accelerate VLLMs. DyCoke incorporates a plug-and-play temporal compression module to minimize temporal redundancy by merging redundant tokens across frames, and applies dynamic KV cache reduction to prune spatially redundant tokens selectively. It ensures high-quality inference by dynamically retaining the critical tokens at each decoding step. Extensive experimental results demonstrate that DyCoke can outperform the prior SoTA counterparts, achieving 1.5X inference speedup, 1.4X memory reduction against the baseline VLLM, while still improving the performance, with no training.

Yitian Zhang, Huseyin Coskun, Xu Ma et al.

Vision Transformers (ViT) is known for its scalability. In this work, we target to scale down a ViT to fit in an environment with dynamic-changing resource constraints. We observe that smaller ViTs are intrinsically the sub-networks of a larger ViT with different widths. Thus, we propose a general framework, named Scala, to enable a single network to represent multiple smaller ViTs with flexible inference capability, which aligns with the inherent design of ViT to vary from widths. Concretely, Scala activates several subnets during training, introduces Isolated Activation to disentangle the smallest sub-network from other subnets, and leverages Scale Coordination to ensure each sub-network receives simplified, steady, and accurate learning objectives. Comprehensive empirical validations on different tasks demonstrate that with only one-shot training, Scala learns slimmable representation without modifying the original ViT structure and matches the performance of Separate Training. Compared with the prior art, Scala achieves an average improvement of 1.6% on ImageNet-1K with fewer parameters.