United States

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.

NAACL 2025

CRMArena: Understanding the Capacity of LLM Agents to Perform Professional CRM Tasks in Realistic Environments

data synthesis

agent

evaluation

### Welcome to The 63rd Annual Meeting of the Association for Computational Linguistics (ACL 2025)

Message from the General Chair: 
*It is my great pleasure and honor to welcome you to the 63rd Annual Meeting of the Association for Computational Linguistics (ACL 2025), held in beautiful Vienna, Austria, from July 27 to August 1, 2025. ACL2025continues our field’s tradition of excellence in scholarship, innovation, and inclusivity, and I am deeply grateful to the many volunteers who have worked tirelessly to bring this event to life.* 
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ACL 2025

Welcome to The 63rd Annual Meeting of the Association for Computational Linguistics (ACL 2025)

technical paper

### Welcome to 2025 Annual Conference of the Nations of the Americas Chapter of the Association for Computational Linguistics

Welcome to the 2025 meeting of the Nations of the Americas Chapter of the Association for Computational Linguistics! I am proud to help organize the first NAACL conference to carry the new name of our organization, one that emphasizes inclusion for all of the Americas. I am also pleased to welcome you to Albuquerque, New Mexico, a state whose unique blend of cultural influences will make for an excellent backdrop for NAACL 2025, especially with this year’s special theme on NLP in a Multicultural World. 
**[Continue reading...](https://drive.google.com/file/d/1jX-qGhqVSZZCIrAnJaz798pflu5Irrdn/view?usp=sharing)**

*- Colin Cherry, Google, NAACL 2025 General Chair* 

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Welcome to 2025 Annual Conference of the Nations of the Americas Chapter of the Association for Computational Linguistics

The rapid progress of large language models (LLMs) has seen them excel and frequently surpass human performance on standard benchmarks. This has enabled many downstream applications, such as LLM agents, to rely on their reasoning to address complex task requirements. However, LLMs are known to unexpectedly falter in simple tasks and under seemingly straightforward circumstances - underscoring the need for better and more diverse evaluation setups to measure their true capabilities. To this end, we choose to study compositional and conditional reasoning, two aspects that are central to human cognition, and introduce GroundCocoa - a lexically diverse benchmark connecting these reasoning skills to the real-world problem of flight booking. Our task involves aligning detailed user preferences with available flight options presented in a multiple-choice format. Results indicate a significant disparity in performance among current state-of-the-art LLMs with even the best performing model, GPT-4 Turbo, not exceeding 67% accuracy despite advanced prompting techniques.

GroundCocoa: A Benchmark for Evaluating Compositional & Conditional Reasoning in Language Models

In line with the principle of honesty, there has been a growing effort to train large language models (LLMs) to generate outputs containing epistemic markers. However, evaluation in the presence of epistemic markers has been largely overlooked, raising a critical question: Could the use of epistemic markers in LLM-generated outputs lead to unintended negative consequences? To address this, we present EMBER, a benchmark designed to assess the robustness of LLM-judges to epistemic markers in both single and pairwise evaluation settings. Our findings, based on evaluations using **EMBER**, reveal that all tested LLM-judges, including GPT-4o, show a notable lack of robustness in the presence of epistemic markers. Specifically, we observe a negative bias toward epistemic markers, with a stronger bias against markers expressing uncertainty. This suggests that LLM-judges are influenced by the presence of these markers and do not focus solely on the correctness of the content.

Are LLM-Judges Robust to Expressions of Uncertainty? Investigating the effect of Epistemic Markers on LLM-based Evaluation

The widespread popularity of Large Language Models (LLMs), partly due to their emerging in-context learning ability, has highlighted the importance of ethical and safety considerations for deployment. Motivated by corresponding data protection guidelines, we investigate machine unlearning for LLMs. In contrast to the growing literature on fine-tuning methods to achieve unlearning, we focus on a comparatively lightweight alternative called soft prompting to realize unlearning in LLMs. With losses designed to enforce forgetting as well as utility preservation, our framework Soft Prompting for Unlearning (SPUL) learns prompt tokens that are prepended to a query to induce unlearning of specific training examples at inference time without updating LLM parameters. We conduct a rigorous evaluation of the proposed method, and results indicate that SPUL can significantly improve the trade-off between utility and forgetting for text classification and question-answering. We further validate our method with LLMs of varying parameter sizes to highlight its flexibility and provide detailed insights into the choice of hyperparameters and the influence of the size of unlearning data.

Soft Prompting for Unlearning in Large Language Models

The vast amount of online information today poses challenges for non-English speakers, as much of it is concentrated in high-resource languages such as English and French. Wikipedia reflects this imbalance, with content in low-resource languages frequently outdated or incomplete. Recent research has sought to improve cross-language synchronization of Wikipedia tables using rule-based methods. These approaches can be effective, but they struggle with complexity and generalization. This paper explores large language models (LLMs) for multilingual information synchronization, using zero-shot prompting as a scalable solution. We introduce the Information Updation dataset, simulating the real-world process of updating outdated Wikipedia tables, and evaluate LLM performance. Our findings reveal that single-prompt approaches often produce suboptimal results, prompting us to introduce a task decomposition strategy that enhances coherence and accuracy. Our proposed method outperforms existing baselines, particularly in Information Updation (1.79%) and Information Addition (20.58%), highlighting the model’s strength in dynamically updating and enriching data across architectures.

Leveraging LLM For Synchronizing Information Across Multilingual Tables

While LLMs have exhibited strong performance on various NLP tasks, it is noteworthy that most of these tasks rely on utilizing the vast amount of knowledge encoded in LLMs’ parameters, rather than solving new problems without prior knowledge. In cognitive research, the latter ability is referred to as fluid intelligence, which is considered to be critical for assessing human intelligence. Recent research on fluid intelligence assessments has highlighted significant deficiencies in LLMs’ abilities. In this paper, we analyze the challenges LLMs face in demonstrating fluid intelligence through controlled experiments, using the most representative ARC task as an example. Our study revealed three major limitations in existing LLMs: limited ability for skill composition, unfamiliarity with abstract input formats, and the intrinsic deficiency of left-to-right decoding. Our data and code will be publicly released, and the data is also attached in the submission.

Understanding LLMs’ Fluid Intelligence Deficiency: An Analysis of the ARC Task

We investigate in-context temporal biases in attention heads and transformer outputs. Using cognitive science methodologies, we analyze attention scores and outputs of the GPT-2 models of varying sizes. Across attention heads, we observe effects characteristic of human episodic memory, including temporal contiguity, primacy and recency. Transformer outputs demonstrate a tendency toward in-context serial recall. Importantly, this effect is eliminated after the ablation of the induction heads, which are the driving force behind the contiguity effect. Our findings offer insights into how transformers organize information temporally during in-context learning, shedding light on their similarities and differences with human memory and learning.

Emergence of Episodic Memory in Transformers: Characterizing Changes in Temporal Structure of Attention Scores During Training

Gloss-free Sign Language Translation (SLT) converts sign videos into spoken language sentences without relying on glosses, which are the written representations of signs. Recently, Large Language Models (LLMs) have shown remarkable translation performance in gloss-free methods by harnessing their powerful natural language generation capabilities. However, these methods often rely on domain-specific fine-tuning of visual encoders to achieve optimal results. By contrast, we emphasize the importance of capturing the spatial configurations and motion dynamics in sign language. With this in mind, we introduce Spatial and Motion-based Sign Language Translation (SpaMo), a novel LLM-based SLT framework. The core idea of SpaMo is simple yet effective: instead of domain-specific tuning, we use off-the-shelf visual encoders to extract spatial and motion features, which are then input into an LLM along with a language prompt. Additionally, we employ a visual-text alignment process as a lightweight warm-up step before applying SLT supervision. Our experiments demonstrate that SpaMo achieves state-of-the-art performance on three popular datasets---PHOENIX14T, CSL-Daily, and How2Sign---without visual fine-tuning.

An Efficient Gloss-Free Sign Language Translation Using Spatial Configurations and Motion Dynamics with LLMs

Vision-language (VL) models have demonstrated strong performance across various tasks. However, these models often rely on a specific modality for predictions, leading to ''dominant modality bias.'' This bias significantly hurts performance, especially when one modality is impaired. In this study, we analyze model behavior under dominant modality bias and theoretically show that unaligned gradients or differences in gradient magnitudes prevent balanced convergence of the loss. Based on these findings, we propose a novel framework, **BalGrad** to mitigate dominant modality bias. Our approach includes inter-modality gradient reweighting, adjusting the gradient of KL divergence based on each modality's contribution, and inter-task gradient projection to align task directions in a non-conflicting manner. Experiments on UPMC Food-101, Hateful Memes, and MM-IMDb datasets confirm that **BalGrad** effectively alleviates over-reliance on specific modalities when making predictions.

See-Saw Modality Balance: See Gradient, and Sew Impaired Vision-Language Balance to Mitigate Dominant Modality Bias

Large language models (LLMs) have shown
promise in many natural language understanding tasks, including content moderation. However, these models can be expensive to query
in real-time and do not allow for a communityspecific approach to content moderation. To
address these challenges, we explore the use of
open-source small language models (SLMs) for
community-specific content moderation tasks.
We fine-tune and evaluate SLMs (less than 15B
parameters) by comparing their performance
against much larger open- and closed-sourced
models in both a zero-shot and few-shot setting. Using 150K comments from 15 popular
Reddit communities, we find that SLMs outperform zero-shot LLMs at content moderation—
11.5% higher accuracy and 25.7% higher recall
on average across all communities. Moreover,
few-shot in-context learning leads to only a
marginal increase in the performance of LLMs,
still lacking compared to SLMs. We further
show the promise of cross-community content
moderation, which has implications for new
communities and the development of crossplatform moderation techniques. Finally, we
outline directions for future work on language
model based content moderation.1

SLM-Mod: Small Language Models Surpass LLMs at Content Moderation

Large Language Models (LLMs) have shown promising results in a variety of literary tasks, often using complex memorized details of narration and fictional characters. In this work, we evaluate the ability of Llama-3 at attributing utterances of direct-speech to their speaker in novels. The LLM shows impressive results on a corpus of 28 novels, surpassing published results with ChatGPT and encoder-based baselines by a large margin. We then validate these results by assessing the impact of book memorization and annotation contamination. We found that these types of memorization do not explain the large performance gain, making Llama-3 the new state-of-the-art for quotation attribution in English literature. We release publicly our code and data.

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