RW-Voice-EQ Bench: A Real World Benchmark for Evaluating Voice AI Systems

Voice agents are increasingly deployed across enterprise applications. However, no existing benchmark jointly addresses realistic conversation simulation and comprehensive voice-specific evaluation. We present EVA-Bench, an end-to-end evaluation framework that addresses both. On the simulation side, EVA-Bench orchestrates dynamic bot-to-bot audio conversations with automatic simulation validation that detects user simulator error and appropriately regenerates conversations before scoring. On the measurement side, EVA-Bench introduces two composite metrics: EVA-A (Accuracy) and EVA-X (Experience). EVA-Bench includes 213 scenarios across three enterprise domains, a controlled perturbation suite for accent and noise robustness, and multi-trial measurements that distinguish peak from reliable capability. Across 12 systems spanning all three architectures, we find: (1) no system simultaneously exceeds 0.5 on both EVA-A pass@1 and EVA-X pass@1; (2) peak and reliable performance diverge substantially (median pass@k--pass^k gap of 0.44 on EVA-A); and (3) accent and noise perturbations expose substantial robustness gaps, with effects varying across architectures, systems, and metrics (mean $\Delta$ up to 0.314). We release EVA-Bench under an open-source license.

Speech conveys information through both words and vocal delivery. We evaluate four leading production realtime voice systems-OpenAI's GPT Realtime 2, Google's Gemini 3.1 Flash Live, and Alibaba's Qwen3.5 Omni Plus and Omni Flash-on tasks where the words and the delivery patterns both convey meaningful information. Across three consequential scenarios, all four systems act on the words rather than the voice. They end calls with crying callers who insist nothing is wrong, approve wire transfers authorized in frightened voices, and enroll callers whose agreement is clearly sarcastic. Surprisingly, this is often not a failure of perception. When asked directly, three of the four systems reliably identify the distress, fear, or sarcasm they later ignore when making decisions. We observe a similar pattern when these realtime voice systems estimate accent and age, as their responses frequently follow the biases of the words rather than the acoustic properties of the speaker. We term this disconnect between perception and action the emotional intelligence gap of voice AI. Prompting systems to explicitly attend to vocal delivery improves performance only partially and inconsistently. Our findings show that current realtime voice AI systems often behave as if speech had been reduced to a transcript, suggesting that they should be used with caution in settings where the tone and emotion of delivery convey important information.

Voice agents increasingly require reliable tool use from speech, whereas prominent tool-calling benchmarks remain text-based. We study whether verified text benchmarks can be converted into controlled audio-based tool calling evaluations without re-annotating the tool schema and gold labels. Our dataset-agnostic framework uses text-to-speech, speaker variation, and environmental noise to create paired text-audio instances while preserving the original dataset annotations. Based on extensive evaluation of 7 omni-modal models on audio-converted versions of Confetti and When2Call, our framework demonstrates that the performance is strongly model- and task-dependent: Gemini-3.1-Flash-Live obtains the highest Confetti score (70.4), whereas GPT-Realtime-1.5 performs best on When2Call (71.9). On Confetti, the text-to-voice gap ranges from 1.8 points for Qwen3-Omni to 4.8 points for GPT-Realtime-1.5. A targeted analysis of failure cases demonstrates that degradations most often reflect misunderstandings of argument values in the speech. Considering real-world deployment scenarios, we further report text-only results, an ambiguity-based reformulation stress test, and a reference-free LLM-as-judge protocol validated against human preferences. Notably, we find that open-source Qwen3 judges with at least 8B parameters exceed 80% agreement with proprietary judges, supporting privacy-preserving evaluation. Overall, our framework provides a verifiable and reproducible first-stage diagnostic that complements purpose-built audio corpora.