אודיט תוקף וביטחון ב-Voice AI לשירותי תמיכה לקוחות

תקציר מקורי באנגליתarXiv:2609.04206v1 Announce Type: cross Abstract: Voice AI systems increasingly mediate customer care interactions where caller presentation cues such as accent, affect, fluency, and urgency are available alongside the service request. Existing fairness and safety evaluations cover speech recognition disparities, spoken dialogue bias, and voice agent capability, but rarely treat customer care voice agents as stateful, multi turn, tool mediated systems where harm can appear as additional burden before any final denial occurs. We formalize a validation gated audit framework for such systems. The framework (i) separates native speech to speech, cascaded ASR to language model to TTS, and hybrid tool mediated architectures; (ii) uses matched service facts across controlled caller presentation c