arXivDaily arXiv每日学术速递 周一至周五更新
arXiv 2603.28569cs.LGcs.AIcs.IRcs.PF
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CirrusBench:在真实云服务环境中评估基于LLM的代理超越正确性的能力

CirrusBench: Evaluating LLM-based Agents Beyond Correctness in Real-World Cloud Service Environments

School of Mathematics and Sciences, Fudan University(复旦大学数学科学学院);Shanghai Center for Mathematical Sciences, Fudan University(复旦大学上海数学中心);Alibaba Group(阿里巴巴集团);Institute of Science and Technology for Brain-Inspired Intelligence, Fudan University(复旦大学类脑智能科学与技术研究院);Center for Applied Mathematics & Shanghai Key Laboratory of Contemporary Applied Mathematics, Fudan University(复旦大学应用数学中心暨上海市现代应用数学重点实验室)
Yi Yu, Guangquan Hu, Chenghuang Shen, Xingyan Liu, Jing Gu, Hangyi Sun, Junzhuo Ma, Weiting Liu, Jianfeng Liu, Mingyue Pu, Yu Wang, Zhengdong Xiao, Rui Xie, Lon… 展开作者

Yi Yu, Guangquan Hu, Chenghuang Shen, Xingyan Liu, Jing Gu, Hangyi Sun, Junzhuo Ma, Weiting Liu, Jianfeng Liu, Mingyue Pu, Yu Wang, Zhengdong Xiao, Rui Xie, Longjiu Luo, Qianrong Wang, Gurong Cui, Honglin Qiao, Wenlian Lu

AI总结:

本文提出CirrusBench框架,基于真实云服务工单数据评估LLM代理的鲁棒性和解决效率,引入客户导向指标量化服务质量,揭示现有模型在复杂多轮任务中的不足。

摘要:

随着大语言模型(LLM)代理能力的提升,其在真实世界应用如云服务中的部署日益增多,客户助理交互表现出高度的技术复杂性和长周期依赖性,使鲁棒性和解决效率成为客户满意度的关键因素。然而,现有LLM代理基准测试主要依赖合成环境,无法捕捉真实客户输入的多样性和不可预测性,往往忽视解决效率对实际部署的重要性。为弥合这一差距,我们引入CirrusBench,一种基于真实世界数据的新型评估框架,其基础是来自真实云服务工单的数据。CirrusBench保留了技术服务环境中复杂的多轮逻辑链和现实工具依赖性。超越执行正确性,我们引入新的客户导向指标来定义代理的成功,通过诸如归一化效率指数和多轮延迟等指标明确衡量解决效率。利用我们的框架进行的实验表明,尽管最先进的模型表现出强大的推理能力,但它们在复杂、真实的多轮任务中经常遇到困难,并且未能达到客户服务所需的高标准效率,突显了未来LLM代理在实际技术服务应用中的关键发展方向。CirrusBench评估框架发布地址:https://github.com/CirrusAI

英文摘要:

The increasing agentic capabilities of Large Language Models (LLMs) have enabled their deployment in real-world applications, such as cloud services, where customer-assistant interactions exhibit high technical complexity and long-horizon dependencies, making robustness and resolution efficiency critical for customer satisfaction. However, existing benchmarks for LLM-based agents largely rely on synthetic environments that fail to capture the diversity and unpredictability of authentic customer inputs, often ignoring the resolution efficiency essential for real-world deployment. To bridge this gap, we introduce CirrusBench, a novel evaluation framework distinguished by its foundation in real-world data from authentic cloud service tickets. CirrusBench preserves the intricate multi-turn logical chains and realistic tool dependencies inherent to technical service environments. Moving beyond execution correctness, we introduce novel Customer-Centric metrics to define agent success, quantifying service quality through metrics such as the Normalized Efficiency Index and Multi-Turn Latency to explicitly measure resolution efficiency. Experiments utilizing our framework reveal that while state-of-the-art models demonstrate strong reasoning capabilities, they frequently struggle in complex, realistic multi-turn tasks and fail to meet the high-efficiency standards required for customer service, highlighting critical directions for the future development of LLM-based agents in practical technical service applications. CirrusBench evaluation framework is released at: https://github.com/CirrusAI

机构、总结、中文摘要均由AI分析而来,可能存在错误,请以论文正文为准。

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