multilingual customer support teams

Abstract: Code-switching (CS), a seamless alternation between languages within a single utterance, remains a critical challenge in automatic speech recognition (ASR). While prior works focus on conversational CS-ASR, enterprise settings demand evaluation of operational impact beyond edit-distance errors: how code-switching transcription errors propagate to downstream voice agent task failures. In this work, we propose (1) a CS-ASR synthetic benchmark and multidimensional evaluation framework tailored to enterprise domains, (2) systematic evaluation of frontier ASR systems across 5 language pairs, (3) diagnostic analysis of the additional transcription errors that code-switching introduces across language pairs and models. We release COSE-E to support enterprise-focused CSASR evaluation for multilingual voice agents in enterprise deployment.

Abstract: Arabic speech technology has largely focused on Modern Standard Arabic, leaving the living dialects spoken by hundreds of millions under-served. We introduce ALMIEYAR, a culturally grounded ASR benchmark covering 17 Arabic dialects across six families, built entirely from newly recorded speech unseen by existing models. Dialect-community coordinators selected culturally relevant images across 10 topics, and native speakers described them through five structured scenarios, yielding approximately 50 minutes per dialect (13.7 hours total). We benchmark 12 state-of-the-art ASR systems zero-shot, including GPT-4o-transcribe, Voxtral-Mini-4B, Fanar-STT-LF, Whisper, SeamlessM4T-v2, and wav2vec2-based models. GPT-4o-transcribe achieves the lowest overall WER at 35.0%, followed by Voxtral-Mini-4B, Fanar-STT-LF, and Whisper-Large-v3 at 41.1%, 45.9%, and 49.5%, respectively, indicating substantial remaining errors across Arabic dialect communities. Performance varies considerably across dialect groups, with no model performing uniformly best across all groups. WER alone also obscures dialectal ASR behaviour: wav2vec2-based models show large WER/CER gaps, where character-level agreement remains much higher than word-level accuracy, motivating joint WER/CER reporting. ALMIEYAR provides a unified benchmark for culturally grounded Arabic ASR evaluation, including the first published benchmark for Ahwazi Arabic.

Abstract: Large Language Models (LLMs) have shown strong performance in low-resource offline translation; however, extending them to simultaneous speech-to-speech translation (Simul-S2ST) remains challenging due to the scarcity of causally aligned training data with high cross-lingual speaker fidelity. In addition, existing approaches rely on fixed translation policy or confidence heuristics, leading to suboptimal quality and higher latency. We propose a causality-aware Simul-S2ST framework with a novel data pipeline that generates high-fidelity, causally aligned segments with improved voice transfer. The framework introduces (i) a factorized S2ST architecture (FAST), (ii) a causality-aware adaptive policy (CAP), and (iii) causality-aware latency metric. Experiments on CVSS Spanish, German, and French show that FAST-CAP consistently improves the quality-latency trade-off, achieving up to +1.2 BLEU and a 26% relative latency reduction over a fixed policy. Despite using substantially less training data than existing systems, FAST-CAP achieves state-of-the-art results in speech translation quality and speaker fidelity while yielding up to a 38.8% relative reduction in latency.

Abstract: In LLM-based speech translation, transcription-based chain-of-thought (CoT) suffers from a mismatch between reference transcripts used in supervised fine-tuning (SFT) and model-generated transcripts at inference. To address this, we propose joint recognition and translation fine-tuning via group relative policy optimization (GRPO). We score both transcripts and translations, with translation conditioned on model-generated transcripts, and compare three token advantage strategies. Using Qwen2.5-Omni-3B across four languages, we evaluate CoT against direct speech translation (Direct ST) under SFT and GRPO, training on CoVoST 2 and testing on CoVoST 2 and FLEURS. CoT GRPO outperforms Direct ST GRPO by 1.77 and 0.83 average BLEU points on CoVoST 2 and FLEURS. Compared to CoT SFT, GRPO boosts BLEU by 0.82 and 0.67 points and reduces word error rate (WER) by 8.8% and 7.2% relatively. These results highlight reinforcement fine-tuning as an effective method to mitigate the training-inference mismatch, jointly improving recognition and translation.