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 58% of the tasks with ReAct prompting, and less than 65% 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.

Autonomous agents powered by large language models (LLMs) have attracted significant research interest. However, the open-source community faces many challenges in developing specialized models for agent tasks, driven by the scarcity of high-quality agent datasets and the absence of standard protocols in this area. We introduce xLAM, a series of large action models designed for AI agent tasks. The xLAM series includes five models with both dense and mixture-of-expert architectures, ranging from 1B to 8x22B parameters, trained using a scalable, flexible pipeline that unifies, augments, and synthesizes diverse datasets to enhance AI agents’ generalizability and performance across varied environments. Our experimental results demonstrate that xLAM consistently delivers exceptional performance across multiple agent ability benchmarks, notably securing the 1st position on the Berkeley Function-Calling Leaderboard, outperforming GPT-4, Claude-3, and many other models in terms of tool use. By releasing the xLAM series, we aim to advance the performance of open-source LLMs for autonomous AI agents, potentially accelerating progress and democratizing access to high-performance models for agent tasks.

We introduce the Principled Reasoning and Acting (PRAct) framework, a novel method for learning and enforcing action principles from trajectory data. Central to our approach is the use of text gradients from a reflection and optimization engine to derive these action principles. To adapt action principles to specific task requirements, we propose a new optimization framework, Reflective Principle Optimization (RPO). After execution, RPO employs a reflector to critique current action principles and an optimizer to update them accordingly.We investigate the RPO framework under two scenarios: Reward-RPO, which uses environmental rewards for reflection, and Self-RPO, which conducts self-reflection without external rewards. Additionally, we developed two RPO methods, RPO-Traj and RPO-Batch, to adapt to different settings.Experimental results across four environments demonstrate that the PRAct agent, leveraging the RPO framework, can effectively learn and apply action principles to enhance performance.

Despite advancements in conversational AI, language models encounter challenges to handle diverse conversational tasks, and existing dialogue dataset collections often lack diversity and comprehensiveness. To tackle these issues, we introduce DialogStudio: the largest and most diverse collection of dialogue datasets, unified under a consistent format while preserving their original information. Our collection encompasses data from open-domain dialogues, task-oriented dialogues, natural language understanding, conversational recommendation, dialogue summarization, and knowledge-grounded dialogues, making it an incredibly rich and diverse resource for dialogue research and model training.To further enhance the utility of DialogStudio, we identify the licenses for each dataset, design external knowledge and domain-aware prompts for selected dialogues to facilitate instruction-aware fine-tuning. To improve transparency and support dataset and task-based research, as well as language model pre-training, all datasets, licenses, codes, and models associated with DialogStudio will be made publicly accessible.

End-to-end task-oriented dialogue (TOD) systems have achieved promising performance by leveraging sophisticated natural language understanding and natural language generation capabilities of pre-trained models. This work enables the TOD systems with more flexibility through a simple cache. The cache provides the flexibility to dynamically update the TOD systems and handle both existing and unseen dialogue scenarios. Towards this end, we first fine-tune a retrieval module to effectively retrieve the most relevant information entries from the cache. We then train end-to-end TOD models that can refer to and ground on both dialogue history and retrieved information during TOD generation. The introduced cache is straightforward to construct, and the backbone models of TOD systems are compatible with existing pre-trained generative models. Extensive experiments demonstrate the superior performance of our framework, with a notable improvement in non-empty joint goal accuracy by 6.7% compared to strong baselines.

Paraphrase generation has benefited extensively from recent progress in the designing of training objectives and model architectures. However, previous explorations have largely focused on supervised methods, which require a large amount of labeled data that is costly to collect. To address this drawback, we adopt a transfer learning approach and propose a training pipeline that enables pre-trained language models to generate high-quality paraphrases in an unsupervised setting. Our recipe consists of task-adaptation, self-supervision, and a novel decoding algorithm named Dynamic Blocking (DB). To enforce a surface form dissimilar from the input, whenever the language model emits a token contained in the source sequence, DB prevents the model from outputting the subsequent source token for the next generation step. We show with automatic and human evaluations that our approach achieves state-of-the-art performance on both the Quora Question Pair (QQP) and the ParaNMT datasets and is robust to domain shift between the two datasets of distinct distributions. We also demonstrate that our model transfers to paraphrasing in other languages without any additional finetuning.