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 / T1-E1
What this task measures
The caller is on the line with Kestrel Electronics for one locked request: Haul-away with a delivery. They keep repeating that ask through a callback offer, a different ticket, or an unrequested fix. We included it as an easy orders and delivery case because order-bound delivery facts only exist after verification, and the 48-hour change fee is a representative retail trap. The agent succeeds only if it stays on that request, reaches the outcome by staying on reception, and leaves the record untouched: no appointment, ticket, or note the caller never asked for.
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 $0.077
0:00 / 1:11 · audio · trace 813164 · click a span to play, drag to scrub, scroll to pan
Audio
Speech Audio
Agent Audio
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
Pass
All three gates matched, so the conversation counts as a pass.
Expected versus actual tool calls on this conversation.
Expected
Actual
Parameters
+ fee: haul away
Output
+ ok: true
Parameters
+ reason: caller_done
Output
None recorded.
None recorded.
Open a row for parameters and outputs. Required tools must appear. Extra industry tools are allowed. 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
stay on reception
Actual path
stay on reception
The actual hangup matches the expected hangup.
Locked caller script. This is the technical definition. Copy it as written.
Open with exactly: "What do you charge to haul away an old appliance when the new one is delivered?" You are not a customer looking up an order. You only want the published haul-away-with-delivery amount. If they quote a standalone junk-pickup price, say you mean haul-away with a replacement delivery. If they ask which store or which order, say you do not have an order, you just need the published fee. Do not ask to book, return, or verify. Once they have finished what you asked and confirmed it, say exactly: "Thank you, that's all I needed." and end the call. Do not start a second request.
