WorkArena: How Capable are Web Agents at Solving Common Knowledge Work Tasks? Alexandre Drouin, Maxime Gasse, Massimo Caccia, Issam H. Laradji, Manuel Del Verme, Tom Marty, David Vázquez, Nicolas Chapados, Alexandre Lacoste
McGill University Mila – Québec Artificial Intelligence Institute Polytechnique Montréal ServiceNow Université de Montréal Why you should read this Introduces WorkArena and the BrowserGym environment to evaluate web agents on realistic enterprise workflows in ServiceNow, revealing critical automation limitations and a wide performance gap between open- and closed-source language models.
We study the use of large language model-based agents for interacting with software via web browsers. Unlike prior work, we focus on measuring the agents' ability to perform tasks that span the typical daily work of knowledge workers utilizing enterprise software systems. To this end, we propose WorkArena, a remote-hosted benchmark of 33 tasks based on the widely-used ServiceNow platform. We also introduce BrowserGym, an environment for the design and evaluation of such agents, offering a rich set of actions as well as multimodal observations. Our empirical evaluation reveals that while current agents show promise on WorkArena, there remains a considerable gap towards achieving full task automation. Notably, our analysis uncovers a significant performance disparity between open and closed-source LLMs, highlighting a critical area for future exploration and development in the field.
