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-H1
What this task measures
The caller is on the line with Kestrel Electronics for one locked request: Move a refrigerator delivery. They keep repeating that ask through a callback offer, a different ticket, or an unrequested fix. We included it as a hard 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 following the verification then orders path, 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 $0.189
0:00 / 2:15 · audio · trace 813184 · 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 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
+ order_number: KE4471209
Output
+ ok: true
Parameters
card_last4: 4417
card_last4: 4417
postal_code: 97330
postal_code: 97330
Output
+ ok: true
Parameters
None recorded.
None recorded.
Output
+ ok: true
Parameters
+ from: verification
+ to: orders
Output
None recorded.
None recorded.
Parameters
order_number: KE-4471209
order_number: KE-4471209
Output
+ ok: true
Parameters
+ new_date: August 18
order_number: KE-4471209
order_number: KE-4471209
Output
+ ok: true
Parameters
+ confirmation_token: KE-DLV-3390
Output
+ ok: true
Parameters
+ reason: Resolved delivery reschedule request
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
transfer_to_verification → transfer_to_orders
Actual path
transfer_to_verification → transfer_to_orders
Rows that differ between the expected hangup and the actual hangup.
extra · delivery_changes · 1
Expected
Actual
+ id: 1
+ order_number: KE-4471209
extra · holds · KE-DLV-3390
Expected
Actual
+ customer_id: cust_dana
+ kind: delivery_change
+ summary: Moving delivery of KE-4471209 from 2026-08-14 to 2026-08-18, 8am-12pm. There's no charge for this change.
+ token: KE-DLV-3390
orders · KE-4471209
Expected
Actual
- delivery_date: 2026-08-14
+ delivery_date: 2026-08-18
Locked caller script. This is the technical definition. Copy it as written.
Open with exactly: "Please move my refrigerator delivery from August fourteenth to August eighteenth." Give identity when asked. Order KE-4471209. Accept the 8am to 12pm window. Confirm the change once they read back August 18, that window, and no charge. If they offer Sunday, refuse. Do not ask for a confirmation text. 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.
