CXBench: A Benchmark for Process-Compliant LLM Agents in Regulated Customer-Experience Workflows
Tool-using language agents increasingly perform regulated customer-service workflows, where a correct final state is insufficient: agents must also provide disclosures, obtain consent, and follow required procedures. Existing tool-agent benchmarks largely score final business states, accepting trajectories that reach correct outcomes through non-compliant processes. We introduce cxbench, a benchmark that evaluates outcome and process compliance separately across six regulated domains. Each task combines a customer request, a tool-based environment, and explicit process requirements. Rule cards link cited regulatory obligations to observable trace evidence. A hybrid grader combines determi...
| Authors | Boxi Yu, Yuzhong Zhang, Zhenfeng Su et al. |
|---|---|
| Primary category | cs.AI |
| Published | 19 October 2026 |
| Last updated at source | 19 October 2026 |
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