VISAGENT: An Agent-Based End-to-End Voice Interaction System

arXiv:2610.26168v1 Announce Type: new Abstract: Voice-based public services have evolved from manual switchboards to intelligent platforms to meet modern user needs. However, current systems remain constrained by rigid menu-driven interaction, fragmented vertical services, and limited extensibility. To address these issues, we present VISAGENT, an agent-based end-to-end voice interaction system for large-scale public services that integrates end-to-end speech interaction, hierarchical agent routing, a scalable voice-agent marketplace, and user memory support. The system replaces menu-driven workflows with natural speech and dynamically dispatches user requests to either a general conversational model or specialized domain agents via a two-level routing paradigm that achieves sub-second intent-to-agent selection over hundreds of agents. User memory informs preference-aware agent selection and supplies relevant preferences and context to selected agents, supporting personalized task execution and reducing the need for users to repeat previously provided information. A voice-agent registration mechanism converts task agents into conversational entities, enabling dynamic onboarding and ecosystem-level extensibility. We validate VISAGENT through a real-world deployment in China's 114 hotline across multiple service domains. Experimental results demonstrate low-latency full-duplex interaction, robust routing scalability, and competitive speech naturalness. More broadly, this work advocates a shift from isolated voice assistants toward agent-centric conversational infrastructures, providing a general blueprint for building extensible voice-agent systems in public services and beyond.