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-M4
What this task measures
The caller is on the line with Kestrel Electronics for one locked request: Quote a late range delivery change. They keep repeating that ask through a callback offer, a different ticket, or an unrequested fix. We included it as a medium 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 $0.335
0:00 / 3:10 · audio · trace 813221 · 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
+ full_name: Nadia Grant
+ order_number: KE-45000001
Output
+ ok: true
Parameters
- card_last4: 7735
+ card_last4: 7785
postal_code: 98042
postal_code: 98042
Output
+ error_code: VERIFICATION_MISMATCH
+ ok: false
Parameters
+ card_last4: 7735
+ postal_code: 98042
Output
+ ok: true
Parameters
None recorded.
None recorded.
Output
+ ok: true
Parameters
+ from: verification
+ to: orders
Output
None recorded.
None recorded.
Parameters
+ new_date: August 6
- order_number: KE-4500001
+ order_number: KE-45000001
Output
+ error_code: UNKNOWN_ORDER
+ ok: false
Parameters
+ order_number: the range
Output
+ ok: true
Parameters
+ new_date: August 6
+ order_number: KE-4500001
Output
+ ok: true
Parameters
+ reason: Provided delivery change fee quote; caller declined further changes.
Output
None recorded.
None recorded.
Open a row for parameters and outputs. Required tools must appear. Extra industry tools are allowed. Parameter miss: verify_identity, quote_delivery_change. Extra: verify_identity, get_order, quote_delivery_change, 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 · holds · KE-DLV-3390
Expected
Actual
+ customer_id: cust_nadia
+ kind: delivery_change
+ summary: Moving delivery of KE-4500001 from 2026-08-03 to 2026-08-06, 8am-12pm. Because the current delivery is inside 48 hours, there's a $29.99 change fee.
+ token: KE-DLV-3390
Locked caller script. This is the technical definition. Copy it as written.
Open with exactly: "My range is supposed to arrive August third. What would it cost to move that delivery to August sixth?" Give identity when asked. Order KE-4500001. You only want the late-change fee quoted for August 6, 8am to 12pm. Do not confirm the change. Hang up once they say the twenty-nine ninety-nine fee. 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.
