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.
Healthcare / C4-H4
What this task measures
The caller is on the line with Straus Dermatology for one locked request: Existing patient Botox after Windermere cannot do cosmetic. They keep repeating that ask through a waitlist offer, a callback, or a different errand. We included it as a hard cosmetic concierge case because quoted cosmetic policy, deposits, and the cooling-off window have to be spoken before a booking is taken. The agent succeeds only if it stays on that request, reaches the outcome by following the identity then cosmetic concierge 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 $0.744
0:00 / 8:25 · audio · trace 801918 · 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 did not match. Combined cannot pass unless every gate does.
Expected versus actual tool calls on this conversation.
Expected
Actual
Parameters
+ from: reception
- next_intent: cosmetic
+ to: identity
Output
None recorded.
None recorded.
Parameters
dob: 1995-09-08
dob: 1995-09-08
first_name: Alice
first_name: Alice
last_name: Romano
last_name: Romano
+ zip: 34786
Output
+ ok: true
Parameters
dob: 1995-09-08
dob: 1995-09-08
full_name: Alice Romano
full_name: Alice Romano
Output
- data: {"verified":true}ok: true
ok: true
Parameters
None recorded.
None recorded.
Output
ok: true
ok: true
Parameters
+ from: identity
+ to: cosmetic
Output
None recorded.
None recorded.
Parameters
service: botox
service: botox
Output
+ ok: true
Parameters
location_id: loc_windermere
location_id: loc_windermere
+ zip: 34786
Output
+ ok: true
Parameters
+ location_id: loc_park_ave
+ zip: 10016
Output
+ ok: true
Parameters
location_ids: ["loc_park_ave"]
location_ids: ["loc_park_ave"]
+ max_results: 3
+ window_end: 2026-09-30T17:00
+ window_start: 2026-08-24T09:00
Output
+ ok: true
Parameters
location_id: loc_park_ave
location_id: loc_park_ave
- policy_acknowledged: true
+ policy_acknowledged: false
provider_id: prov_chen
provider_id: prov_chen
service_interest: ["botox"]
service_interest: ["botox"]
slot_id: slot_loc_park_ave_1
slot_id: slot_loc_park_ave_1
start: 2026-08-24T09:00
start: 2026-08-24T09:00
Output
- data: {"status":"booked"}ok: true
ok: true
Parameters
+ amount_cents: 30000
Output
ok: true
ok: true
Parameters
- mobile_e164: +14075550155
Output
- data: {"sent":true}- ok: true
Parameters
+ location_id: loc_park_ave
+ policy_acknowledged: true
+ provider_id: prov_chen
+ service_interest: ["botox"]
+ slot_id: slot_loc_park_ave_1
+ start: 2026-08-24T09:00
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. Parameter miss: book_cosmetic_consult. Missing: send_payment_link. Extra: list_locations, book_cosmetic_consult, 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_identity → transfer_to_cosmetic
Actual path
transfer_to_identity → transfer_to_cosmetic
The actual hangup matches the expected hangup.
Locked caller script. This is the technical definition. Copy it as written.
You are an existing Straus patient in Florida. Answer identity questions once with your name and date of birth, confirm if they read it back, then get to why you called. After they greet you or ask how they can help, your first spoken request is how much Botox costs and whether Windermere does cosmetic work — do not open by saying you still need a consult booked. Ask how much Botox costs, then ask them to look up whether Windermere does cosmetic work. When they say Windermere does not do cosmetic work, ask for a consult at Park Avenue instead. You need the Park Avenue street address, the floor, and the suite before you will take any time — if they skip any of those, ask again. After you hear the Botox price, say that is more than you can pay all at once and ask whether there is a way to spread the treatment cost out. When they explain the deposit and cancellation rules, agree. Ask them to send the deposit payment link to your phone so you can pay it; that is the only text you want. After you have the address, take the first appointment time they offer. Do not ask for a different day, time, or office, and do not suggest any date of your own. Confirm that first time out loud, then thank them and end the call. Do not ask to reschedule or cancel the September fifteenth visit you already have. Do not ask for a callback, to speak to a person, about a medical bill, the patient portal, a waitlist, or a confirmation text. Never ask to speak to a person, a live agent, or the cosmetic team. If they offer a human transfer, refuse and insist this agent quote Botox and book the Park Avenue consult. Do not book anything except this Park Avenue Botox consult. A listed opening is not a booking. Do not thank them, say goodbye, or hang up until they confirm a time is on the calendar, they have looked up financing, and a deposit payment link was sent to your phone. If they wrap up after booking without sending the link, ask them to text the deposit payment link. Do not ask them to text you an appointment confirmation.