call center automation teams

Abstract: Streaming speech assistants can launch tools before users finish speaking, overlapping execution with incoming speech to reduce user waiting time. However, subsequent self-corrections can invalidate apparently stable arguments, causing stale execution whose irreversible effects persist even after the final call is corrected. We propose Repair-Aware Semantic Survival Gating (RASSG) to jointly control tool launch and cancellation during streaming speech. RASSG launches a tool when three consecutive speech recognition results arrive with identical nonempty arguments, then combines calibrated argument invalidity risk with execution costs to decide cancellation at the last feasible opportunity before effects become irreversible. Evaluation on ReCAST, FDB-v3, and Audio2Tool uses a controlled execution clock with fixed tool runtimes and cancellation parameters. On ReCAST's prospective-repair subset, RASSG reduces the stale execution rate from LocalAgreement-2's 50.00% to 3.15%, with a mean delay of 3.676s across successful trajectories. The stale reduction also holds against every early-execution baseline on both public speech datasets. Ablations with identical initial launches support active cancellation, showing the value of controlling ongoing calls before their effects become irreversible. Code and data are available at https://github.com/daijinhu/RASSG.

Abstract: Full-duplex spoken dialogue models listen and speak at the same time, enabling voice agents to have natural, low-latency interactions that turn-based systems cannot offer. However, they are commonly evaluated against single-sided interlocutors: pre-recorded audio that cannot react, or an automated examiner that reacts in real time but only administers a fixed sequence of tests and is never graded. These single-sided frameworks evaluate only half of a two-body problem, where turn-taking, overlap, and interruption are joint products of two coupled speakers. We propose DyaFDB, a framework that evaluates full-duplex models in a dyadic setup: two models converse directly under assigned roles with cooperative or conflicting goals, and both sides are scored offline with an external judge. DyaFDB probes how the two models behave toward each other, such as how they take turns or carry an assigned role under different interests. We instantiate four tasks as 140 scenarios and record 7,560 conversations, covering six self- and cross-play pairings. Throughout the experiments, we observe that how a model behaves continually reshapes its partner. We thus demonstrate that each model must be both the examiner and examinee of the other, and no single fixed interlocutor can play both parts. We will release the scenarios, role prompts, and recording protocols between two full-duplex models, without any pre-recorded audio.

Abstract: Conversational database interfaces face a critical challenge: users naturally embed queries in conversational noise (greetings, politeness, off-topic remarks), which degrades intent classification accuracy and wastes computational resources. Despite advances in orchestration and retrieval strategies, a fundamental question remains unanswered: which pooling strategy maximizes intent classification accuracy under realistic conversational noise in production language models? This work addresses this gap through 360 controlled experiments spanning four pooling configurations (mean, max, last-token, attention, and FFT-augmented variants) using Llama-3.2-1B-Instruct on BANKING77 and CLINC150 datasets under clean/noisy conditions with ten random seeds. Key findings reveal that attention pooling consistently outperforms alternative strategies under noisy conditions (~+2.6-2.8 F1 over the default), while mean pooling degrades performance by up to ~5 F1 points. Frequency-domain filtering does not produce consistent accuracy improvements and functions primarily as a structural variation rather than an accuracy-enhancing component. These results provide concrete, evidence-based guidance for building noise-robust conversational classifiers: attention pooling is recommended for noisy interfaces, mean pooling should be avoided, and last-token pooling is appropriate for clean-query scenarios.

Abstract: Full-duplex spoken dialogue models can listen and speak simultaneously like the real-time dynamics of human conversation. For natural dialogue, the ability to search for external information in real-time is also an important capability. Many models remain trapped in parametric knowledge, leaving them unable to access real-time information and tool execution. Furthermore, even when Large Language Models (LLM) retrieve information, many duplex speech models process it within a compressed latent space rather than in its raw text form, which can lead to information loss from compression. To address this issue, we propose Context Spanning, a framework for information injection between a full-duplex speech model and an external LLM backend via real-time chunked prefill. The injected frame is encoded in a single forward pass inside the real-time frame budget. It feeds the retrieved information to the speech model as-is, enabling it to reason over the information independently and generate responses. With this approach, our model achieves high performance on Full-Duplex benchmarks and strong results on Question Answering tasks, demonstrating its conversation potential. Context Spanning shows that external information can be injected directly into a duplex speech model, introducing a new simple and powerful mechanism for duplex systems.

Abstract: Tandem speech-to-speech architectures couple a responsive speech frontend with an asynchronous text backend. In KAME, a large language model (LLM) serves as the backend, supplying candidate responses as guidance to the speech frontend while the user is still speaking. Ordinary conversation recordings capture the eventual response but not the guidance the backend would supply during the user's utterance. Generating the missing guidance with a simulator LLM adds substantial data-preparation overhead when training on real conversations. We propose randomized intermediate guidance, which derives guidance directly from the conversation corpus rather than simulating backend LLM behavior. During training, target responses provide informative guidance, while randomly sampled responses provide potentially irrelevant updates during the utterance. This combination aims to teach the frontend to use backend information selectively. On synthetic dialogues, KAME trained with this recipe achieves response quality comparable to that of the LLM-generated and similarity-based baselines. Training on 3.8k hours of real conversations improves smooth turn-taking and audio-judge naturalness over synthetic-data KAME while retaining a response-quality advantage over Moshi. These results show that randomized guidance offers a practical route to combining the response-quality benefits of tandem models with natural conversational behavior learned from real speech.

Abstract: Score-level fusion based on logistic regression is widely used in speaker recognition to combine complementary systems. However, conventional approaches assign fixed system-dependent coefficients and do not explicitly account for variations in the reliability of individual enrollment and test utterances. Drawing on recent research on the entropy of deep learning-based speaker recognition models, this study incorporates an uncertainty component into the fusion process. By exploiting both system-level complementarity and utterance-dependent uncertainty, the method achieves robust performance in large-scale speaker recognition tasks that involve highly variable characteristics of the speech signal. These results demonstrate that model-entropy information provides a valuable complementary cue in large-scale scenarios.

Abstract: Natural spoken interaction requires more than streaming ASR, language generation, and speech synthesis: a system must react to overlap without canceling on every acknowledgment, prepare a response before a turn is certain, and ensure canceled audio cannot enter conversation history. We present Voice-Light, a full-duplex cascaded voice agent that combines immediate acoustic onset, a causal adapter sharing a streaming ASR encoder, reversible playback control, and private speculative response generation. Structured tool calls execute concurrently with audible bridge speech, while browser acknowledgments make rendered audio authoritative for durable history. Locked evaluation on 1,673 real-conversation silence candidates found that an earlier learned completion checkpoint preserved a 2.70% false-cutoff rate but reached only 12.53% end-of-turn recall, compared with 95.60% for a Silero timing policy. The deployed system therefore retains a hybrid controller rather than claiming a learned-policy replacement. Across three unscripted operator-run microphone sessions, 36 measured response turns had a 758 ms median from final VAD endpoint to first server audio; 21 turns were below 800 ms. These sessions are an instrumented case study, not a controlled user evaluation. We release the synthetic data, model artifacts, evaluation code and summaries, source code, and deployment configuration supporting the result.

Abstract: Full-duplex speech-to-speech (S2S) models provide natural, low-latency conversational interaction and would benefit from the ability to use external tools and complete voice-agent tasks. We propose a frontend-backend architecture where a duplex speech-to-text frontend learns to emit a delegation token and forwards streaming ASR transcripts to a text-based backend LLM for tool calls. Tool-call results from the backend are injected back into the frontend through a lightweight prefill-and-repeat mechanism and then synthesized using streaming TTS to the user. Our approach largely preserves regular duplex turn-taking, interruption handling, and low-latency interaction as it requires minimal modifications to the frontend model. In a single-turn tool-call evaluation, our system achieves 92-97% tool-call recall, competitive tool-call prediction performance, and 81.2% accuracy in rejecting irrelevant calls. When equipped with a larger backend (e.g., Qwen3-235B-A22B), our system achieves competitive results on Full-Duplex-Bench-V3 compared to open and closed source models, and significantly outperforms GPT-realtime-mini and Qwen3-Omni-30B-A3B-Instruct on EVA-Bench. These results demonstrate that backend delegation is an effective and modular approach for combining natural duplex speech interaction with strong agentic tool-call capabilities.

Abstract: Voice assistants grounded in external knowledge typically use automatic speech recognition (ASR) to transcribe speech queries before retrieving evidence from textual knowledge bases. This cascade adds latency and propagates recognition errors, whereas direct speech retrieval is vulnerable to cross-modal misalignment. To address these limitations, we propose DUPAR, a conversational retrieval framework with complementary slow and fast paths. The fast path uses a task-adapted audio encoder aligned with frozen BGE-M3 text embeddings to search a cross-turn evidence cache. When cache confidence is insufficient, the slow path fuses full-index retrieval using audio and ASR-transcript embeddings, and the selected evidence refreshes the next-turn evidence cache through one-hop graph expansion. On a domain-specific knowledge base, our trained audio encoder approaches text-retrieval accuracy on clean speech with a 3.75$\times$ query-side speedup over ASR + Text Encoder. It raises average Recall@10 from 0.771 to 0.875 on the noise benchmark and improves overall Recall@1 by 4.2 percentage points across synthesized speaking styles. Compared with full-index audio retrieval, cross-turn evidence caching significantly reduces retrieval errors when the previous turn retrieves correct evidence and the follow-up targets a one-hop neighboring chunk.

Abstract: Realtime spoken interaction demands deep reasoning, prompt responses, and fluid turn-taking. We present StepAudio 3 Realtime, an audio-language foundation model organized around a continuous listen-converse-think-act loop. Deep Perception captures rich acoustic cues to interpret user intent, while Seamless Duplex models synchronized audio streams to handle pauses, backchannels, and interruptions naturally. Crucially, we resolve the tension between deep deliberation and latency via Think-While-Speaking, executing private reasoning in parallel with spoken delivery. In reasoning mode, StepAudio 3 reaches a 73.0 macro average on StepAudioChat. With Think-While-Speaking, it achieves dialogue and reasoning performance comparable to dedicated reasoning models while speaking in real time. Furthermore, an integrated Voice Agent handles asynchronous tool execution without disrupting the dialogue flow. StepAudio 3 Realtime achieves top-tier performance across key dimensions: an exceptional 90.6 on the MMSU benchmark, 98.9 Overall on the Artificial Analysis Full-Duplex Bench, and a 56.0% macro task-success rate on $τ$-Voice.

Abstract: Voice agents often need to collect names, addresses, identifiers, dates, and times exactly, yet end-to-end benchmarks obscure where capture fails. We introduce $τ$-Elicitation, a 200-task voice benchmark spanning 10 entity types, controlled difficulty, caller realisms, and three environments. A matched text agent passes all tasks, but four voice configurations achieve robust exact success from 0.14 to 0.41. Agents increase verification for hard and unfamiliar entities and sometimes for incorrect captures, but not for their weakest caller voice; only 24 to 37 percent of verified errors are repaired. A scaffold that prescribes spelling, read-back, correction, and confirmation raises robust Pass$^3$ by 14 to 31 points, at a cost of 21 to 28 seconds per call. Realisms such as spelling variations and restarts do not detectably affect exact success; mispronunciation increases repair effort. These results identify strategy selection and successful recovery as the central bottlenecks in exact spoken entity collection.

Abstract: This paper details the Eloquence team's approach to Task 2 of the 2nd MLC-SLM challenge at Interspeech 2026, which involves multilingual Multiple-Choice Question Answering (MCQA) across 21 languages. Three approaches are explored. First, we fine-tune Voxtral-Mini-3B via LoRA with cross-lingual data augmentation, ASR transcript augmentation and timestamp-aware audio cropping, achieving 0.72 macro-accuracy on evaluation Phase 2. Second, we apply multimodal in-context learning (ICL) to the frozen Voxtral-24B model to correct a strong label bias, reaching 0.81, our best result. Third, a training-free retrieval system based on a three-layer voice-anchored memory combining acoustic identity, semantic content, and a knowledge graph achieves 0.68. All three systems substantially outperform the official baseline.

Abstract: This paper describes our system for Task~2 of the second Multilingual Conversational Speech Language Model (MLC-SLM) Challenge. We adapt Qwen3-Omni-30B-A3B-Instruct with a segment-evidence-aware data and post-training pipeline. A language model converts timestamped ASR into coherent event spans, which are expanded by a boundary margin and cropped from the original recording. We then synthesize complementary semantic MCQs with Qwen3.6-27B and acoustic MCQs with Gemini~3.1 Flash-Lite, followed by structural, grounding, answer-consistency, and target-model trainability checks, yielding 359,825 verified MCQs across 21 language and accent variants. A text-only probe partitions the data into weak, text-answerable items used for supervised fine-tuning and strong, audio-dependent items used for reinforcement learning with Group Sequence Policy Optimization (GSPO), stabilized by debiased advantages, sequence-level importance correction, and dynamic filtering. Our system obtains 90.92% accuracy on the final official evaluation set.

Abstract: Orukeet replaces half of an adapted Parakeet encoder's temporal filters with 12,288 fitted Gabor kernels, freezes these replacements, and trains the remaining parameters on multilingual and multi-accent data. Final adaptation and checkpoint selection use LibriSpeech test-other. Across 20,146 FLEURS recordings in 25 languages, pooled word error rate (WER) falls from Parakeet's 11.01% to Orukeet's 9.85%, a 10.6% relative reduction. Orukeet has lower WER on 23 of the 25 languages. Orukeet outperforms Parakeet on 61 out of 74 tested splits, including LibriSpeech test-clean (1.46% vs. 1.53% WER), test-other (2.86% vs. 3.14%), and FLEURS English (3.82% vs. 4.28%). All comparisons decode the same audio with matched NeMo settings. The fitted kernels are stored as ordinary convolution weights, retaining Parakeet's architecture and inference operators.

Abstract: Full-duplex speech models require training data that preserves turn-taking, overlap, interruption, and backchannel behavior, yet these signals are entangled across speakers in noisy real-world recordings. We present Conversational Voice, a pipeline that converts real two-speaker excerpts into three complementary training-data artifacts. (1) Separation recovers speaker-specific tracks with stable speaker assignments, a canonical transcript, and naturally observed interaction timing. (2) Reconstruction generates speech in matched voices from a fixed source transcript, reconstructs the source turn order, pauses, and overlaps, and adds word-level alignment and delivery instructions. (3) Expansion generates new dialogue constrained by the source context, speakers, and observed interaction pattern. Automatic speaker-verification metrics remain strong across stages, with same-speaker similarity of 0.983-0.991 and positive discrimination margins of 0.199-0.209. Predicted speech quality (NISQA MOS) is 3.56 for separation, 4.41 for reconstruction, and 4.61 for expansion. A Gemini-based automatic evaluator assigns expansion mean scores of 4.94/5 for contextual coherence and 4.80/5 for dialogue naturalness. Expansion and reconstruction exhibit broadly similar interaction profiles; expansion's turn, overlap-event, backchannel, and interruption rates are 4.6%, 8.0%, 13.2%, and 16.0% lower, respectively. We evaluate data properties only; downstream gains in full-duplex model training remain for future work.