Call-centre speech · LLM Evaluation
Call Centre Speech Data for LLM Evaluation
Simulated and consented real-world contact-centre audio in Indian languages, recorded over telephony-grade channels so it matches the bandwidth your production system actually sees. Applied to llm evaluation, the specification is driven by one thing: rubric scores with confidence intervals.
- Service
- Call-centre speech
- Use case
- LLM Evaluation
- Primary metric
- Rubric scores with confidence intervals
Required data profile
- Native-speaker rater panels per language
- Rubric-based scoring with calibration
- Overlapping assignments for agreement
Technical specification
| Parameter | Standard |
|---|---|
| Channel | 8 kHz narrowband telephony plus 48 kHz reference where required |
| Codec | G.711 / Opus simulated to match your stack |
| Structure | Agent and customer on separate channels |
| Scenarios | Billing, delivery, KYC, recharge, collections, support, sales |
| Emotion | Neutral, frustrated and escalated variants on request |
Process
- Scenario library built from your call taxonomy
- Agent-side speakers briefed on your script and tone
- Recording over the specified codec path
- Transcription with intent and outcome labels
- Delivery with per-scenario counts
Metrics this feeds
- Rubric scores with confidence intervals
- Inter-rater agreement
- Failure-mode distribution
Failure modes to design out
- Raters who are fluent but not native in the variety
- Rubrics written in English and applied to non-English output without localisation
Narrowband is simulated at capture time, not by downsampling clean studio audio, which would leave unrealistic artefacts.
Deliverables
- Dual-channel call audio
- Verbatim transcripts
- Intent, outcome and sentiment labels
- Scenario coverage matrix
Frequently asked
Is call-centre speech the right service for llm evaluation?
It covers native-speaker rater panels per language. Most llm evaluation programmes combine it with at least one other service; we will say so in the scope rather than selling one line item.
What languages are available?
All 14 languages in the network plus Indian English accent bands.
How is the evaluation set handled?
Collected first, from speakers disjoint from the training cohort, so improvement is measurable.
Scope call-centre speech for llm evaluation
Send the metric you need to move.