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.
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.
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.