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 / T2-E1-BG
What this task measures
The caller is on the line with Kestrel Electronics for one locked request: General return window. They keep repeating that ask through a callback offer, a different ticket, or an unrequested fix. We included it as an easy returns and refunds case because window and restocking math has to be spoken before a return is opened; state-law exclusions are the usual miss. 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 $0.079
0:00 / 1:19 · audio · trace 813229 · 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
+ topic: returns including phones and whether membership changes the return window
Output
+ ok: true
Parameters
+ reason: caller got answer
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: "How many days do I have to return something, including a phone, and does membership change that?" You want the published return windows: 15 days for most products, 60 for Plus and Total on most products, and 14 days on phones for everyone. If they say every member gets 60 days on a phone, push back: "Even on a phone?" Do not look up an order. 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.
