{$\tau$}-Bench: A Benchmark for \underline{T}ool-\underline{A}gent-\underline{U}ser Interaction in Real-World Domains

Abstract

Existing benchmarks for language agents do not set them up to interact with human users or follow domain-specific rules, both of which are vital to safe and realistic deployment. We propose $\tau$-bench, a benchmark with two domains (retail and airline) emulating dynamic conversations between a user (simulated by language models) and a customer service agent provided with domain-specific API tools and policy guidelines. We employ a efficient and faithful evaluation process that compares the database state at the end of a conversation with the annotated goal state, and propose a new metric (pass^k) to evaluate the reliability of agent behavior over multiple trials. Our experiments show that even state-of-the-art function calling agents (gpt-4o) succeed on $<50\%$ of the tasks, and are terribly inconsistent (pass^8 < 25\% in retail). Our findings point to the need for methods that can improve the ability of agents to act consistently and reliably follow rules.