Can Voice Agents Handle Bilingual Customers? Benchmarking Frontier ASR on Code-Switched Speech
ServiceNow AI benchmarks leading ASR models on code-switched (bilingual mixed) speech to evaluate real-world voice agent readiness.
Code-switching—where bilingual speakers blend two languages in a single utterance—is common in markets like Taiwan, Singapore, and India, yet most ASR benchmarks focus on monolingual audio. ServiceNow AI evaluates frontier speech recognition models specifically on this mixed-language scenario. The findings help enterprise teams make informed ASR model choices when deploying voice agents for multilingual customer-facing applications.
語碼切換(code-switching)是全球雙語社群的普遍現象:說話者會在同一句話、甚至同一個語意單位中自然地在兩種語言之間切換。對台灣使用者而言,這個情境再熟悉不過——「我們下午有個 meeting,要討論 Q3 的 roadmap 跟 KPI 達成率」這樣的句子在職場中俯拾即是。然而,這種混語模式對於語音辨識(ASR, Automatic Speech Recognition)系統來說是極大的挑戰:模型需要在同一語音流中即時偵測語言切換,並在沒有明確分隔符號的情況下正確轉錄兩種語言的詞彙。
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