FormBharo: Designing and Evaluating a Voice Agent for Conversational Form Filling in Rural India

Abstract:In India, almost every social benefit starts with a form, yet the people who need these benefits most are often unable to read or write. Reaching them requires a spoken conversation. Today that work falls to frontline health workers who enroll beneficiaries one at a time, a poor use of stretched capacity. We built FormBharo ("fill the form" in Hindi), a voice agent that fills a structured form over a phone call under tight latency and cost budgets by pairing Large Language Models (LLMs) with deterministic, rule-based validation and flow control. It is being piloted with ARMMAN, an NGO running large-scale maternal and child mobile-health programs in India, to enroll low-income, Hindi-speaking mothers in antenatal and postnatal care. To our knowledge, it is the first voice agent piloted to fill an enrollment form for this population. We openly release FormVoiceAgentBench, a benchmark pairing human-recorded Hindi audio with 3,760 multi-turn conversation tests across 960 simulated calls, to evaluate our agent's components (transcription, extraction, reply generation) and end-to-end form completion under real acoustic variations. Form completion drops by up to ~41 points when LLMs receive error-prone real-speech transcripts instead of reference ones. The rule-based controls recover many turn-level extraction errors, helping smaller, cheaper models match or surpass frontier models on form completion. Component performance does not predict end-to-end performance: GPT-5.5 leads turn-level extraction accuracy on reference transcripts (99.8%) but ranks lower on form completion. Since errors both propagate and cancel across the pipeline, the optimal model choice of models emerges only through end-to-end evaluation. Finally, no single model is best across accuracy, cost, and latency at once, so we use a Pareto-based weighted-sum scalarization to select a deployable configuration balancing the three.

Computation and Language (cs.CL); Artificial Intelligence (cs.AI); Human-Computer Interaction (cs.HC)

arXiv:2608.06027 [cs.CL]

(or arXiv:2608.06027v1 [cs.CL] for this version)

https://doi.org/10.48550/arXiv.2608.06027 Focus to learn more arXiv-issued DOI via DataCite (pending registration)

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