The Transcript Looked Fine. The Call Wasn't. — Debugging Voice Agents, Arize

Folks, thanks for coming in out. I know it's lunchtime, so I know a lot of you folks are trying to eat as well. Appreciate you making the time. And for everyone listening online, thanks for tuning in as well. Uh, my name's Fuad. I'm a product manager here at Arize. Uh, I've been leading up kind of the experimentation side of the house, and one thing that I've been really interested in is voice agents. Uh, quick show of hands here, maybe online too, who here is building a voice agent? Anyone? Got... Okay, we got a couple. Uh, I

think it's a really cool space. I'll be talking a little bit about voice traces, session views of voices, voice evals, and some of the stuff that's new in Arize. But I do wanna kinda mention this isn't a product pitch. This is, you know, really on why voice agents are invisible and how to see them. You can use Arize to do that. You can use another platform. But what I want you guys to take away from this is some of the failure modes and how you can actually start to see that. So we all know

voice agents are growing really, really fast. Have a few tweets up, uh, kinda proving this. GPT Real-Time just dropped. That was literally May seventh. Uh, I have a screenshot from a tweet an hour ago from the LiveKit CEO talking about some of this. Uh, and Vercel on June twenty-ninth, which is only a couple days ago, um, on voice agents in Vercel. So as you can tell, uh, space is exploding fast, and that is gonna start to matter because as this space grows

really fast, it is also one of the hardest to debug categories. So first off, it's exploding. Second off, it's pretty fragile. There's a lot of failure modes you can't really see. Um, and, uh, things like latency, turn-taking, and transcription drift become really, really important. Uh, and the log lies. If you're just looking at transcripts, I'll play a little audio file for you guys in a second, uh, it doesn't really capture what's actually going on under the hood. And just to give you guys some ideas

of use cases, um, there's a lot of them from customer support, I think, which are the more boring ones, down through drive-through ordering. If you've been to White Castle, they have a, a bot called Linda now. Uh, Bojangles has, uh, Bo Linda as well. There's-- McDonald's is doing a lot of these as well, which I think is pretty cool. And personally, I'd be pretty pissed off if I was at McDonald's at two AM and I got six hundred cheeseburgers. So I think I'll show you a little bit about the failure modes and why it actually matters. So,

uh, this is an example where the transcript looks fine, but the call wasn't. And if you read the text logs, you know, user says, "I need a refund for order fourteen." Agent says, "Sure. Start a refund for order forty." User says, "No, fourteen." And it looks like the agent corrected itself, but this wasn't actually the case, and I'm gonna, I'm gonna play the call. It's AI generated. Let's see if it works. I need a refund for order fourteen.

Sure. I've started a refund for order forty. No, fourteen. Your refund is confirmed. So if you notice in the transcript, if you could hear the audio there, uh, it wasn't, you know, the, the confir-confirmation on the, on the forty wasn't actually done by the agent. It kind of interrupted. Uh, and there was a big, uh, kinda latency spike, uh, after the user asked for the initial refund. Um, so w-what actually happened was that two and-- two point four seconds of dead air

before the agent actually responded. The agent talking over the caller. Fourteen misheard, and obviously, the flat robotic tone is, is not a great look either. Um, so these are all audio-specific issues. If you just read this from an LLM output, you would have no idea anything is going on. So what you need to do is you need to see the conversation beyond just the transcript. Um, so that means the audio, the transcript, and the trace all in one place. The session as a whole, so

multiple turns from the user back and forth in the same spa-- in the same trace view. And then metrics on those. So what was the latency like? What was the time to first audio like? Were there any interruptions? Sentiment analysis, et cetera. And these are some of the features we've just released at the beginning of this month in Arize AX. Uh, and really the point of this is the same workflows that you're running now to help your coding agents, uh, which are, you know, pretty complex processes now with harnesses, evals,

uh, handoffs and sub-agents, tool calls. You wanna start to bring some of those best practices into your voice agents as well. So first off, you gotta trace it. You gotta see each individual span. Um, you gotta see the live audio and play it in line from your trace. Really matters to have all this data in the same place so you can start to debug things. Uh, you wanna see inputs and outputs. You wanna see the transcript obviously, but you also want to see, you know, specific metrics like I mentioned, like time to first token, uh, audio token costs,

interruption events. And then finally, you wanna see linkage between these. You don't wanna just see these as a list. You actually wanna see some of the linkage between things, right?

So Arize gives you that one trace view where you can actually play the audio in line, view the transcript, view latency in line, see the conversation turn between the user, uh, and the assistant, um, and see your evals in line as well. And this gives you a really, really powerful tool to debug.

Under the hood, what this looks like is we've actually mapped, uh, the semantic conventions for audio onto OpenInference. So if you guys aren't familiar, Arize was first to market with OpenInference in twenty twenty-three. Uh, it is the first set of semantic conventions that is completely open source that maps, um, kind of what is happening with GenAI to an OTel compliant set of conventions. Uh, and I say this to say it's open source, it's free, and it maps pretty much any of the major foundational models or model

providers. You guys can go rip this and send it to a Grafana backend, completely free to reuse. Not pitching the product here, just explaining some of the real engineering work it takes to map things like WebSocket events to- An easily understandable set of semantic conventions. So you can start to see things like the session lifecycle, the audio input, the transcript, conversation items, the output, uh, and then the response lifecycle and token counts as well. And so, yeah, real engineering work went behind this. It's all open source, uh, and

we've mapped all the foundational models for you. What this allows you to do is you can now be provider-agnostic and have one queryable schema. Uh, so those semantic conventions normalize sort of these disparate model providers, whether it's OpenAI, Realtime, or Google with Gemini Live, into a set of schema that you can query. And if you've ever tried to debug at two AM, uh, off of a customer call, you know how important it is to be able to query

across thousands, millions, even billions of traces that are coming in. You know how important it is to actually get to the part that you need to see, to filter that, to sort by that. All that becomes incredibly important. Um, and, you know, as new models drop, you also want to be able to swap in new providers and make sure that your systems are still functioning. So no bespoke parsing per vendor. It's one auto instrumenter. It captures every single thing that I just mentioned.

And then finally, you want to be able to replay the whole conversation. So I pl- I played the audio for you guys in the beginning of this, but the session ID is essentially what stitches every turn into the timeline, the full call with every WebSocket event that's submitted, uh, with some tags on whether it's the user or the assistant. Um, you can actually play the audio in the UI directly from the trace. No external tooling, no exports, just play it straight from the trace. That allows you to see who spoke when, when the agent paused, where

it got cut off, where the user got cut off, what tools the agent actually went and called, uh, when it did this. And so this really starts the paradigm shift, which is you're not just reading transcripts, you're listening to audio, you're really understanding the failure cases from there with the trace open right next to it. And, um, I'll just show you kind of q- quick sneak preview of what this looks like in Arize. As you can see here, this is an example of like, um, you know, an agent that can call to get, uh, a

specific weather event. You can actually see when the agent kicks off that tool call in line with the rest of the audio. Uh, and this allows you to debug failures of that tool call while you're looking at the session audio. So you're no longer looking at disparate events from distant systems, but you're actually looking at the entire trace tree for everything that happened in that session. So that real session, few issues that we saw, right? Turn one, "Hi, I need help with the order, a refund for order fourteen." We saw, you know, kind of

that time to first audio of two point four seconds of dead air, which really impacts the user experience. We saw in turn three that the agent actually spoke over the caller's interaction, uh, which is not a good look for any assistant, especially one that's trying to be helpful. Um, and then ultimately, if you look at the tool call, you'll be able to also understand that the refund was processed for order forty and not fourteen, um, which is a huge, huge mistake. And actually seeing that live in the tool call is

really, really important. And every single one of these things would be invisible in a text log. But with the session view, you can actually scrub the audio and, and find those failure surfaces within the tools, within, uh, what the agent is doing as well. Uh, the next thing I want to talk about real quick is evals that are specific to audio. So I kind of mentioned a few of them. Um, I think tonality and sentiment analysis is really important. You want to be able to classify user emotion based on the actual audio. Uh, transcript can't do this for

you. It's very, very easy to look at a transcript and see that it, it, you know, s- looks fine, but tonality really matters. Um, positive, neutral, negative, not just a guess. Latency is really, really important in audio, and it's important in a few use cases. Models are getting better. There's, you know, Jetpack architectures, et cetera. But time to first audio SLAs are still really important for customer service use cases. Um, and you want to be able to flag things that are breaking that. You also want to flag things like I mentioned, like

interruptions in accuracy, transcription drift, uh, and the task success. Um, and you want to be able to run these evals directly against the audio with evals that are based on audio models. Um, so, you know, LLM as a judge evals on a transcript are only so good, but actually evaling the underlying audio is really important. And so, um, we have kind of the tooling available in Arize to be able to do that, and we're supporting all the major audio platforms as well as they come out with new models. Um, so again,

evals specific to audio really matter. They're not just transcription-based evals. Um, and as you start to scale up your LLM as a judge evals or even move to agent as a judge that are doing like complex tasks, like for example, doing RBAC checks and making sure the agent actually accessed the system it was supposed to have access to. Um, being able to run these agent as a judge workflows in Arize starts to become really important. And we're kind of seeing the industry move away from, you know, just an LLM as a judge analyzing a

transcript or even analyzing audio, but actually accessing tools, accessing third-party systems, uh, and hydrating some of that evaluation information inside of it. So really easy to get started with evals in Arize through skills. Uh, it is literally as simple as, "Hey Claude, create an audio eval for me for sentiment analysis using GPT Audio and catch frustrated user tone on those audio spans." And Arize will kind of take care of all the rest for you. The CLI under the hood,

um, is able to query spans, do some trace analysis, filter for the spans that are audio specific, actually create that eval, deploy it, uh, and put it against traces and spans in your actual system. Um, and this is part of why Arize exists. Yes, of course, you could do this yourself. Uh, but when you're trying to query, you know, billions of spans, uh, with sub-second query latency, it becomes really hard. And also deploying these live evals as they come in, so you're scoring them, um, while users are actually

interacting with your platform is really important. And then the final thing I'll mention is- You also want these evals on the spans themselves, uh, because then you start to be able to do really complex querying and filtering across your data. So you're not just looking at a failure and looking up an external system. You actually have the eval scores in line with the exact audio that you're looking at. Um, and that's why some of this is really powerful in Arize. Being able to see those eval outputs directly on the spans that are relevant, uh, helps you kind of get a

full understanding of what is going wrong with, uh, the user interaction. Uh, and then you can kick off workflows from that. So evals and monitors attached to those evals can kick off investigation agents that automatically start to dive into, you know, what tool calls am I misrepresenting? Um, where is my agent failing? Is it capturing, you know, maybe a product surface area that I d- hadn't coded for? Is there a new edge case I need to code for in my agent? Maybe I need to expose a new tool. All

those become, um, possible once you have the results directly on the spans. And so I'll, I'll just kind of flag and, and end with this thought. The same loop that you're doing to improve some of these tools like coding agents, we now need to do for voice. And the loop really follows observe, evaluate, and improve. And then from that loop, you can start to get some really, really cool continuous improvement loops within the Arize platform or within another

platform if you choose to use it as well. Um, and the idea is once you observe and you have the data available to you, then you evaluate and you have the scores in line with your observations, then you can start to kick off fixes, whether they're fixes that you make or whether they're fixes that an agent is automatically making on behalf of you, and then you can start to verify and validate those fixes. So we just released agent experiments as well in Arize. Agent experiments, you can think of it kind of like Postman with tracing. So

imagine a world where you have audio streaming in from your users. It's automatically traced. You have live evaluations in the platform that are automatically scoring those interactions. And then you have SRE agents, so not an actual engineer that you hire, but an SRE agent that's looking through the traces, understanding the failure modes, hypothesizing a fix, and then actually standing up a fix for you in dev, replaying those failed traces for you against that fixed endpoint, tracing that to validate

that the latency actually decreases. And you wake up in the morning, you look at a PR, the PR has a description of a problem. "Hey, I found out why the latency was high. Turns out we were not truncating our tool results, and so we were passing in way too much information to the agent. Context got overloaded. I introduced a truncation algorithm. I shipped it. I actually stood it up in dev. I tested against the traces that failed. Here's a report card. Here's how latency decreased." And you wake up in the morning, and all

this is ready for you, and you just click approve or deny on the PR. That is the future that I think we want to see at Arize, where self-healing software and continuous improvement are realities for everyone who's building agents. And I think making that possible for voice is really, really important. So start seeing your agents. Add the OpenInference instrumenter. Open source, free to use, OTel compliant. You can send it to any back end. Um, so use Arize, don't use Arize, start tracing your audio.

The second part of this is actually starting to do that analysis, and we would recommend Arize to do that. Sign up for a free account. Uh, I'll have a code up at the end of my presentation for you guys to sign up for, uh, a free year of Pro. Um, but start checking time to first audio. Start checking your interruptions. And start evaluating, um, how these interactions are actually going and whether they're accomplishing your use cases. Whether it's a tone or latency eval, um, try using the Arize skills to actually create that eval. Uh, we have some docs set up for you if you

want to follow along, a bunch of examples and cookbooks ready, uh, and bring voice into the same rigor as the rest of your stack. You wouldn't be okay with this happening at the coding agent level. You wouldn't be okay with it happening, uh, for an agent that's able to execute stocks on Robinhood. You shouldn't be okay with it, uh, though the stakes might seem a little lower, for a McDonald's agent that's ordering you a cheeseburger either. Um, and so I'll end with that. Please, please keep building. Please connect with me also on Twitter. I still call it

Twitter, not X. Uh, on Twitter or LinkedIn. Would love to kind of talk and hear about some of the use cases you guys are building towards so we can add more evals to our library and make sure this is useful for you. And if you found this talk useful and you want to start investigating your voice agents, there is a free code up on the screen. It gives you a year of Arize Pro for free. Uh, it's AIEWF2026. Um, and you can get started and start tracing your voice agents. So thank you very much. My name is Fuad Ali. I'll be available for questions for a couple

minutes after, but really appreciate you guys listening. Cheers.