Papers for
call center supervisors
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.
Language-based models assess counseling quality better using other domains
Language Carries the Expert's Impression: Instrument-Anchored LLM Judges Transfer Counseling-Quality Assessment and Beat In-Domain Training
Abstract: Automatic assessment of communication quality in dyadic counseling conversations is bottlenecked by data: expert-rated corpora are small and expensive to grow. We study cross-domain transfer of expert overall-impression prediction across three German corpora of simulated counseling (two general-practice medical, one school-related parent-teacher; $n=195$ expert-rated sessions, one corpus after scale equating). Training on the other domains beats training in-domain: leave-one-domain-out transfer reaches nested Spearman $ρ= 0.54$ against $\le 0.48$ within the target domain, a paired session-level gap of $+0.15$ that holds at $+0.12$ when the training-set sizes are matched, so it is not simply data volume. The decisive features are session-level construct scores from small open-weight LLMs reading the two-speaker transcript, with the constructs largely derived from the experts' rating instruments: the instrument-derived battery lifts a single judge from $0.32$ to $0.41$ over generic dialogue qualities, judges from three model families ensemble to $0.51$ language-only, and a nonverbal-dyadic block adds $+0.03$ more, not separable from noise at this sample size. We also price the recording setup: one corpus lost its per-speaker audio, 16% of its diarised segments carry the wrong speaker, and repair is worth $+0.07$ there. At practically attainable corpus sizes, the expert's overall impression is carried by what is said, and by other communication programs' data more than by one's own.
System detects fake audio snippets in multi-speaker talks quickly
Zero-Shot Temporal Localisation of Audio Deepfakes in Multi-Speaker Conversations
Abstract: Voice-cloning fraud increasingly relies on surgical injection: a genuine conversation in which only one or two sentences are replaced by synthetic speech. Utterance-level deepfake detectors emit a single real/fake label per clip and cannot report where the synthetic speech lies. We formalise this as Temporal Deepfake Localisation in Multi-Speaker Conversations (TDLMC), show that equal error rate and min-DCF are ill-posed once a file contains both classes, and propose temporal metrics for this regime. Our contribution is a training-free five-stage pipeline that wraps a frozen binary detector and adds segment-level output with no retraining, using a two-threshold hysteresis finitestate-machine decoder to turn noisy window scores into coherent intervals. On 180 constructed multi-speaker conversations from ASVspoof 5, the system attains temporal intersection-over-union 0.90, temporal detection rate 0.95, and MS-DCF 0.26 with a strong backbone, and its false-alarm rate on genuine speech is below 6%, falling under 2% on genuine real multi-speaker dialogue (AMI). Under an identical pipeline, a trained localiser improves temporal IoU by only about 0.04, bounding the cost of forgoing supervision. Evaluated across three frozen detectors under one decoder whose constants are selected on a held-out calibration split, and with a controlled analysis attributing the residual false-alarm rate to a backbone domain gap rather than to the decoder, this provides the first zero-shot baseline and a reusable benchmark for TDLMC.