Papers for
call center technology teams
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.
Acoustic and prosodic cues improve speech turn end detection accuracy
Less can be More: What Aspects of Speech Drive End-of-Turn Detection
Abstract: In conversational AI, detecting when a speaker has finished talking is crucial for natural turn taking. While recent work incorporates semantics, the relative contribution of different modalities remains unclear. We present a controlled ablation of acoustic, prosodic, and semantic signals for streaming end of turn detection using a lightweight trimodal classifier. Under identical training conditions, the acoustic prosodic combination achieves the best balance of accuracy and latency, achieving utterance F1 of 0.93 with 7.8% false alarms at 400ms median latency. Adding text increases premature detections without improving performance. Feature space analysis confirms that prosodic features have the strongest class separability, while text representations overlap substantially. These findings suggest that turn-taking is primarily conveyed through intonation and silence patterns rather than semantic completeness, enabling faster and more reliable systems without expensive text inference.
Semantic uncertainty improves timing predictions in spoken turn-taking
Using Semantic Uncertainty to Estimate Transition Relevance in Turn-taking
Abstract: Turn-taking is a fundamental mechanism that governs when interlocutors speak and listen. Although Spoken Dialogue Systems (SDS) exploit a range of linguistic, acoustic, and non-verbal cues, they produce ill-timed responses in unscripted interaction. A central challenge is anticipating Transition Relevance Places (TRPs), or opportunities, not obligations, for a listener to take the floor. Human listeners do not wait for turn endings; as an utterance unfolds, they use expectations about its developing meaning to anticipate TRPs and decide whether to take the floor. We examine whether these evolving expectations can be modeled through semantic uncertainty -- an LLM-derived measure of how strongly a turn so far constrains what may plausibly come next. To do so, we sample possible continuations of an ongoing turn and use changes in semantic dispersion to identify TRPs within turns. We evaluate this account on a dataset with TRP labels derived from real-time listener responses, rather than retrospective annotation. Our approach substantially outperforms prompt-based and fine-tuned text-only baselines, providing empirical support for the view that evolving semantic constraints inform perceived turn-taking opportunities in unscripted interaction.
Streaming speech recognition balances accuracy speed and memory for multiple speakers
Pushing the Boundaries of Streaming Multi-Speaker ASR: A Systematic Study of Architectural Trade-offs
Abstract: Streaming multi-speaker ASR is a challenging task that must balance accuracy, latency, and efficiency while handling overlapping speech and maintaining coherent long-context modeling over extended conversations in an online fashion. We present a unified framework that categorizes streaming multi-speaker ASR into four architectural strategies based on how diarization and ASR are integrated. Using a shared pair of open-source streaming ASR and diarization models as a common foundation, we derive four multi-speaker ASR systems that differ in whether they employ multiple model instances, fine-tuning, or both. We evaluate these systems across multi-speaker accuracy, single-speaker accuracy degradation, memory footprint, and training complexity. Through this systematic architectural analysis, we clarify the design space for streaming multi-speaker ASR and provide practical guidance for selecting the most suitable approach under diverse deployment constraints.
NVV-Locator detects laughter sighs and coughs precisely in speech
NVV-Locator: From Transcript Tags to Acoustic Boundaries for Fine-Grained Nonverbal Vocalization Grounding
Abstract: Human speech includes nonverbal vocalizations (NVVs), such as laughter, sighs, breaths, and coughs, which convey affective and interactional information. Existing approaches typically represent NVVs as transcript-level tags, providing limited supervision for their waveform-time boundaries. We present NVV-Locator for fine-grained NVV temporal grounding. We first unify 26 NVV categories across public resources and construct large-scale timestamp-supervised training data through dual-LLM verification, transcript-guided forced alignment, and energy-based boundary refinement. We further introduce NVV-TimeBench, an expert-refined benchmark with 667 utterances and 1,094 events. NVV-Locator uses a non-autoregressive slot-filling architecture to jointly predict lexical timestamps, NVV categories, and event boundaries. On NVV-TimeBench, it achieves 71.0% Micro F1, 70.2% Macro F1, 80.4% Macro mIoU, and 59.6 ms Macro mMAE, outperforming the evaluated large audio model counterparts. Evaluation on an external corpus further demonstrates the cross-corpus generalization of NVV-Locator.