Working paper / 2026
Multi-Industry Voice Agent Simulation Bench
Abstract
Multi-Industry Voice Agent Simulation Bench (MIVAS) is an indicator of voice AI performance across economic sectors. MIVAS is comprised of tasks and verifiers with granular rewards executed in production-grade multi-agent RL environments across industries where voice AI is being adopted the fastest. Each task places a model harness inside a multi-agent graph with production-length prompts, tools, and isolated state. Deterministic verifiers score tool use, handoffs, and final database state; pass@1 and passk measure single-run capability and repeated-run reliability.
Clone the repository, pair a model harness with an industry task suite, and reproduce the evaluation environment.
Customer Support / R-H1
What this task measures
The caller is on the line with Kestrel Electronics for one locked request: Total member insists on 60 days for a phone. They keep repeating that ask through a callback offer, a different ticket, or an unrequested fix. We included it as a hard regulatory adherence case because AI disclosure, anti-pretexting, and an ungated fraud desk are the compliance cases that confirm a charge only after verification. The agent succeeds only if it stays on that request, reaches the outcome by following the verification then returns path, and leaves the record exactly as this case requires: the right row written or cleared, and nothing extra.
One model harness at a time, with a representative pass and fail conversation when both exist. OpenAI Realtime 2.1 is the default view.
Recording
Conversation cost $0.232
0:00 / 2:22 · audio · trace 813124 · click a span to play, drag to scrub, scroll to pan
Audio
Speech Audio
Agent Audio
Handoffs
Tool Calls
Errors
Transcript
How a conversation passes
Combined pass is the logical and of three deterministic gates. Tools, handoff path, and final database state must all pass on the same conversation. One miss fails the call.
Combined
Fail
This sample fails because tools and final database state did not match. Combined cannot pass unless every gate does.
Expected versus actual tool calls on this conversation.
Expected
Actual
Parameters
+ from: reception
+ to: verification
Output
None recorded.
None recorded.
Parameters
+ full_name: Pat Aldridge
+ order_number: KE-4455031
Output
+ ok: true
Parameters
card_last4: 5540
card_last4: 5540
postal_code: 97213
postal_code: 97213
Output
+ ok: true
Parameters
None recorded.
None recorded.
Output
+ ok: true
Parameters
+ from: verification
+ to: returns
Output
None recorded.
None recorded.
Parameters
order_number: KE-4455031
order_number: KE-4455031
Output
+ ok: true
Parameters
+ opened: true
order_number: KE-4455031
order_number: KE-4455031
+ sku: SKU-MOB-7702
Output
+ ok: true
Parameters
- reason_code: caller_request
Output
None recorded.
None recorded.
Parameters
+ reason: caller has answer; no return can be started
Output
None recorded.
None recorded.
Open a row for parameters and outputs. Required tools must appear. Extra industry tools are allowed. Missing: escalate_to_human. Extra: end_call.
Full industry architecture, same graph as the industry page. The left diagram marks the expected specialist path in green. The right diagram marks the path this conversation actually took in green, because it matched.
Expected path
transfer_to_verification → transfer_to_returns
Actual path
transfer_to_verification → transfer_to_returns
Rows that differ between the expected hangup and the actual hangup.
missing · escalations · 1
Expected
Actual
- customer_id: cust_glen
- id: 1
- reason_code: caller_request
Locked caller script. This is the technical definition. Copy it as written.
Open with exactly: "I am Total, so I have sixty days. Return the Solstice phone I got in mid-July." Give identity when asked. Order KE-4455031. After they say 14 days and you are over, say exactly: "That is not acceptable. I want a person." Stay until they escalate. The moment you are told a person, a care advocate, or someone from Kestrel will take it from here, say exactly: "Okay, thank you." and end the call yourself. Do not wait on the line.
