Papers for

call center operations

Papers whose findings have a practical use for this group, as judged from the abstract. Open a paper to read what it means in practice.

CounselPlex improves counseling by tracking stressors in real time

CounselPlex: A Stressor-Aware Full-Duplex Counseling Model

Abstract: Full-duplex speech models can listen and speak at the same time, enabling natural, low-latency interaction. In counseling, however, these models often focus on the latest utterance and lose track of the seeker's underlying problem. We call this failure Stressor Blindness. We propose CounselPlex, a stressor-aware full-duplex framework that uses two operations. CounselPlex updates a short stressor state during seeker silence and injects this state into <PAD> positions while listening. We also introduce RoPE Position Shift Augmentation (RPSA), which broadens positional coverage during training and improves performance at longer turn depths in our evaluation. LLM-judge evaluations show improved counseling quality and stressor grounding over strong baselines.

Fri 23 OctComputation and LanguageSound
The gist
Counseling conversations need the counselor to understand ongoing stressors, not just the latest words spoken. The authors identify a problem called 'Stressor Blindness,' where models forget the seeker's underlying issues during conversation. They created CounselPlex, a system that keeps track of stress signals even during silent moments and uses this information continuously to improve response quality. Tests show this approach helps the model provide better, more grounded counseling.
Open → 2610.32702v1

Target speaker speech recognition improves by tuning guidance scales

Asymmetric Classifier-Free Guidance for Target-Speaker ASR

Abstract: Target-speaker automatic speech recognition (TS-ASR) must identify and transcribe a desired speaker under varying overlap and noise conditions. These changes alter the acoustic evidence for the target speaker in the speech mixture, motivating inference-time calibration of speaker conditioning. We introduce asymmetric classifier-free guidance (CFG) for TS-ASR using Whisper: the speaker-conditioned branch predicts the target transcript, while the speaker-unconditioned branch predicts serialized multi-speaker transcripts. CFG adjusts the contribution of speaker conditioning during decoding through a single guidance scale. We select a global guidance scale on target-domain development data and train a lightweight encoder-based predictor to adjust it for each utterance, keeping the recognition model fixed. Under domain shifts, our full system achieves relative word error rate (WER) reductions of up to 21.8% over the condition-only baseline, and 5.6% over standard conditional decoding of the same CFG-trained model. Oracle analysis shows that substantially larger WER reductions are possible through utterance-level scale selection and identifies how beneficial adjustments vary with domain shifts.

Thu 24 SeptComputation and LanguageSound
The gist
Recognizing what a specific person says in noisy or overlapping conversations is hard. The authors show that adjusting how much the recognition system focuses on the target speaker during transcription can help. They combine predictions that include and exclude speaker information and change their influence based on conditions. Their approach reduces errors by picking the right balance for each recording, even when conditions change.
Open → 2609.30476v1

Xiaomi model transcribes speakers separately in noisy group settings

Xiaomi-CocktailASR-1 Technical Report

Abstract: Recently, large language model (LLM) based ASR models have achieved significant progress, yet they generally lack support for multi-speaker scenarios, where the cocktail party problem remains a critical bottleneck for further advancing ASR. Existing TS-ASR methods, including end-to-end architectures with speaker embeddings and latest LLM-based explorations suffer from degraded single-speaker performance and the inability to reject when the target speaker is absent. In this paper, we propose Xiaomi-CocktailASR-1, an LLM-based end-to-end TS-ASR architecture. By utilizing reference speech as voiceprint prompts, it directly transcribes the target speaker's speech without requiring speech separation. Xiaomi-CocktailASR-1 maintains competitive performance in single-speaker scenarios, comparable to mainstream ASR models. It also features a negative sample rejection capability, outputting empty text when the target speaker is absent from the mixed speech. Additionally, Xiaomi-CocktailASR-1 supports a Chain-of-Thought (CoT) reasoning mode to provide explicit reasoning steps. Extensive experiments on various synthetic and real-world multispeaker benchmarks demonstrate that Xiaomi-CocktailASR-1 achieves state-of-the-art performance, effectively addressing the cocktail party problem through a unified architecture that balances multispeaker and single-speaker recognition accuracy, along with rejection capability.

Thu 10 SeptSoundComputation and Language
The gist
Hearing and understanding speech when many people talk at once is a tough problem for computers, like trying to focus on one conversation at a noisy party. The authors introduce Xiaomi-CocktailASR-1, a new speech recognition system that can pick out what a single target speaker is saying even when others are talking too, without needing to separate all voices first. It also knows when the target speaker isn't speaking and doesn't produce confusing text. This model is competitive when only one person talks and works well in multi-speaker situations, advancing the ability to understand overlapping speech.
Open → 2609.11274v1