The paper evaluates the use of large language models (LLMs) as judges for assessing conversational voice agents, comparing human judgments with GPT‑4.1 and GPT‑5 across telecom and retail interactions. It examines agreement, metric‑level correlations, and consistency across three evaluation configurations (p0, p1, p2) to determine how reliably LLMs can judge conversational quality and safety. The study finds that LLM‑based evaluation can be effective but its reliability varies by metric and configuration, suggesting a hybrid approach where LLMs handle scalable assessment while humans focus on metrics requiring contextual interpretation.
By Anupam Purwar, Shashank Singh, Kritika Srivastava
arXiv:2606. 19595v1 Announce Type: cross Abstract: Voice agents deployed in structured workflows (customer service, healthcare scheduling, account management) must handle frequent user interruptions while maintaining progress through multi-step procedures.
By Ahmad Salimi, Wentao Ma, Yuzhi Tang, Dongming Shen, Mu Li, Alex Smola
The paper introduces Inquesto Score (IS), a protocol that measures voice‑agent reliability by calculating the percentage of calls that reach the caller’s goal without functional failure. IS defines explicit failure events and severity levels, evaluates timing, semantic, and state‑dependent failures using audio, scenario predicates, tool traces, and a pinned open‑model judge, and provides diagnostic views on behavior, acoustic robustness, identity handling, and speaker groups. The authors evaluate IS v0.1 on 30 scenarios, three acoustic conditions, four speaker groups, and 306 calls per agent across 13 configurations, demonstrating that reliable measurement requires evidence beyond transcripts and explicit treatment of deployment conditions.
By Massa Baali, Bhiksha Raj
arXiv:2609.24812v1 Announce Type: new
Abstract: Voice provides a natural and immediate interface for AI agents. Many settings in which voice agents could be useful, including meetings, households, an...
By Chenxu Xiong, Dongming Shen, Yuzhi Tang, Wentao Ma, Mu Li, Alex Smola
arXiv:2609.13076v1 Announce Type: cross
Abstract: Conversational voice agents have advanced significantly, offering increasingly natural human-machine interactions through both cascaded and end-to-en...
By Yi-Jen Shih, Shih-Yun Shan Kuan, Guan-Ting Lin, Kai-Wei Chang, Siddhant Arora, Shu-wen Yang, Abdelrahman Mohamed, Shinji Watanabe, Hung-yi Lee, David Harwath
arXiv:2609.38867v1 Announce Type: new
Abstract: Large language model (LLM) computer-use agents are typically evaluated with clean written instructions, despite speech being an increasingly popular in...
By Terumi Chiba, Guangzhi Sun, Zheqi Yuan, Chao Zhang