customer service technology teams

Abstract: Full-duplex speech large language models (LLMs) enable low-latency, natural voice interaction. However, real-world agents must also use tools and perform deliberative reasoning-operations whose variable latency and computational cost conflict with the stringent timing requirements of real-time conversation. To reconcile these demands, we propose SALMONN-duo, an adaptive dual-system voice agent inspired by dual-process theories of cognition. SALMONN-duo separates real-time interaction from deliberative computation by pairing an always-on, fast-thinking full-duplex speech LLM (system 1) with a powerful asynchronous slow-thinking LLM agent (system 2). Beyond handling real-time interaction, system 1 learns when to answer directly and when to delegate, remaining responsive during backend execution and seamlessly integrating returned information into the ongoing dialogue without exposing tool traces or losing conversational context. Evaluations on single-turn spoken question answering (QA) and multi-turn conversations demonstrate that adaptive delegation substantially improves accuracy on knowledge-intensive and multi-hop reasoning questions, while knowledge-boundary-aware training avoids unnecessary system 2 invocations. On a customized version of $τ$-Voice, SALMONN-duo further demonstrates its ability to complete environment-grounded, policy-constrained tasks through multi-turn interactions in realistic business scenarios. Finally, cost-aware reinforcement learning further enhances the trade-off between task performance and backend usage across the QA and conversation tasks, while improving task success and response safety on $τ$-Voice with an acceptable increase in the delegation rate.

Abstract: We introduce NSV-Shift, a contrastive benchmark for evaluating whether speech-to-speech models can understand non-speech vocalizations (NSVs) and adapt their responses accordingly. Each pair contains two conversations with identical lexical content that differ only in the NSV embedded in the final turn. Our pilot contains 22 human-verified pairs (44 audio conditions) and evaluates five models on NSV perception, emotion understanding, and response adaptation. Results show that models generally perform better at detecting NSVs than at interpreting their fine-grained emotional meaning or producing appropriately differentiated responses. The data construction pipeline, dataset, and evaluation pipeline are publicly available at https://github.com/ChenzwNina/nsv-construction.

Abstract: Full-duplex voice agents must handle pauses, take turns, backchannel, and respond to user interruptions in real time. Full-Duplex-Bench evaluates these behaviors, but its English-only corpus and reliance on word-timestamped ASR and an English-prompted LLM judge make it difficult to extend to Indian languages. We introduce IndicFDB, which extends it to ten languages spoken in India with 12,350 samples, nearly 17 times as many as the original. We address three challenges: finding conversational events in multilingual speech, evaluating their timing without reliable word-level alignment, and judging responses across languages. We mine pause handling, turn taking, and backchanneling samples from roughly 50,000 hours of channel-separated conversations using voice activity detection (VAD), and construct human-validated synthetic user interruption samples. Language-independent VAD heuristics evaluate timing, while an open-weight transcription and translation pipeline converts responses to English for LLM ratings of relevance and quality. Across seven voice agents, commercial APIs show unexpectedly consistent behavior across languages but are either fast or robust to pauses, never both, while monolingual open full-duplex models expose further tradeoffs among backchanneling, response quality, and latency.