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 / C5-H1
What this task measures
The caller is on the line with Straus Dermatology for one locked request: Large balance, cannot pay in full. They keep repeating that ask through a waitlist offer, a callback, or a different errand. We included it as a hard billing and payments case because balances and payment links have to come from the chart, at the amount on file. The agent succeeds only if it stays on that request, reaches the outcome by following the identity then billing then scheduling 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 $0.562
0:00 / 5:18 · audio · trace 801963 · 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 and 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
- next_intent: billing
+ to: identity
Output
None recorded.
None recorded.
Parameters
dob: 1972-06-30
dob: 1972-06-30
first_name: Maria
first_name: Maria
last_name: Alvarez
last_name: Alvarez
+ zip: 10001
Output
+ ok: true
Parameters
+ dob: 1972-06-30
+ first_name: Maria
+ last_name: Alvarez
+ zip: 10016
Output
+ ok: true
Parameters
dob: 1972-06-30
dob: 1972-06-30
full_name: Maria Alvarez
full_name: Maria Alvarez
+ second_factor: 10016
Output
- data: {"verified":true}ok: true
ok: true
Parameters
None recorded.
None recorded.
Output
ok: true
ok: true
Parameters
+ from: identity
+ to: billing
Output
None recorded.
None recorded.
Parameters
None recorded.
None recorded.
Output
- data: {"balance_cents":48000}ok: true
ok: true
Parameters
- line_item_id: li_visit
+ line_item_id: li_noshow
Output
ok: true
ok: true
Parameters
+ amount_cents: 48000
Output
ok: true
ok: true
Parameters
- mobile_e164: +12125550133
Output
- data: {"sent":true}- ok: true
Parameters
+ line_item_id: li_visit
Output
+ ok: true
Parameters
+ from: billing
+ to: scheduling
Output
None recorded.
None recorded.
Parameters
- location_ids: ["loc_park_ave"]
Output
None recorded.
None recorded.
Parameters
- appointment_id: 2
- new_end: 2026-08-24T09:30
- new_start: 2026-08-24T09:00
Output
- data: {"status":"rescheduled"}- ok: true
Parameters
+ callback_number: +12125550133
+ priority: routine
+ queue: billing
Output
+ ok: true
Parameters
+ callback_number: +12125550133
+ priority: routine
+ queue: cosmetic
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: explain_charge. Missing: send_payment_link, find_slots, reschedule_appointment. Extra: identify_patient, explain_charge, create_callback_task, create_callback_task, 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_billing → transfer_to_scheduling
Actual path
transfer_to_identity → transfer_to_billing → transfer_to_scheduling
Rows that differ between the expected hangup and the actual hangup.
appointments · 2
Expected
Actual
- end: 2026-08-24T09:30
+ end: 2026-08-21T15:30
- start: 2026-08-24T09:00
+ start: 2026-08-21T15:00
Locked caller script. This is the technical definition. Copy it as written.
You are an existing Straus patient. You got a bill for several hundred dollars and you cannot pay the whole thing this month, and you also cannot make Friday's cosmetic consult at Park Avenue until the bill is under a plan. Answer their identity questions once, confirm the readback, then stay on the bill first. Ask what you owe and why the visit charge is there. Ask whether there is a payment plan or some way to spread it out. Accept the financing they offer and ask for the payment link to be texted to you. After the payment link is sent, say you also need Friday's Park Avenue consult moved to a later date, not cancelled. Take the first new appointment time they offer. Then thank them and end the call. Do not ask for a callback or to speak to a person. Do not ask about a waitlist, the patient portal, insurance, or the street, floor, or suite. Do not ask for any text other than the payment link. Stay until they have looked up a payment plan or financing in their system, texted the payment link, and confirmed the new consult time on the calendar. A spoken 'we have plans' without a lookup is not enough. Do not ask them to text you an appointment confirmation.