Can Voice Agents Handle Bilingual Customers? Benchmarking Frontier ASR on Code-Switched Speech

This paper benchmarks frontier automatic speech recognition (ASR) systems on their ability to handle code-switched speech, where bilingual speakers mix languages within a single conversation. The research evaluates how well state-of-the-art voice agents and ASR models perform on multilingual customer service scenarios, identifying challenges and performance gaps in handling code-switching. The findings are relevant for developing more inclusive voice-based customer service systems that serve bilingual populations effectively.

Source: Hugging Face | 2026-06-09