SETU: An Agentic Ecosystem for Multilingual, Persona-Aware Communication Coaching

Effective manager-employee communication is critical for retaining high performers and developing underperformers, yet training managers in these skills remains costly. Text-based chatbots offer a scalable approach but cannot provide realistic rehearsal: managers need to practice speaking aloud to build confidence before high-stakes conversations. In this paper, we propose Conversation Coach, a voice-first AI system that enables managers to rehearse difficult workplace conversations in a realistic spoken format. The system addresses three challenges: achieving low-latency interactions with strong language understanding, enabling adaptive conversations through configurable bot personalities that simulate different employee types, and generating personalized feedback on content and policy compliance. We compare an end-to-end speech-to-speech model with a cascaded approach combining automatic speech recognition, a large language model, and text-to-speech synthesis. The end-to-end approach achieves 3$\times$ lower median (P50) latency with native barge-in capability at an estimated 8$\times$ lower cost, while the cascaded approach offers superior reasoning essential for coaching quality. We deployed the cascaded architecture in production, where 40,000+ managers used it over six months, with adoption patterns indicating selective use for difficult conversations.

English-only benchmarks expose only a narrow slice of voice-agent behavior. We introduce $τ$-Multilingual, extending $τ$-Voice to Spanish, Brazilian Portuguese, Hindi, Korean, and Mandarin with native-speaker review and evaluation of generated language and spoken output. Across 4,500 full-duplex calls and five voice configurations, Spanish, Portuguese, and Hindi remain within 3.2 task-completion points of English, but Korean and Mandarin fall by 14.7 and 8.4 points. The failure modes also vary: Korean systems miss more responses, Mandarin systems interrupt more often, and both struggle with tools and entities. Grok leads task completion but scores lowest on generation quality, motivating separate task, interaction, and generation reporting. We release language packs, validated judges, and tools for community-built multilingual voice-agent evaluation.

Agents are increasingly capable of automating software tasks, but can they teach humans how to use software themselves? We introduce DigitalCoach, a multimodal dataset of 72 human expert-novice computer use coaching sessions consisting of 22,752 dialogue turns grounded in 28.1 hours of screen and input event recordings across five software applications. We use DigitalCoach to evaluate whether state-of-the-art models can teach humans how to use computers. Automated evaluation shows that models differ from humans in how they coach: models provide more direct instructions, but fewer explanations, error diagnoses, and knowledge-check questions. When we fix the coaching method, models produce utterances similar to human references yet poorly grounded in visual context. Interactive evaluation confirms that model coaches cause learners to passively follow instructions without deeper engagement and fall short in visual grounding. DigitalCoach lays a foundation for collaborative and proactive computer use coaching agents. Data and code are available at https://project-digital-coach.vercel.app.