Sensei: Spoken Language Assessment For Call Center Agents

In this paper, we present a system, called Sensei, for assessment of spoken English skills of call center agents. Sensei evaluates multiple parameters of spoken English skills, i.e., articulation of sounds, correctness of lexical stress in words and spoken grammar proficiency. Sensei provides an assessment test to be taken by a call center agent (or candidate) and generates score on each of the spoken English parameters as well as a combined score. It is implemented in the form of a web application so that it can be accessed through a web browser and doesn't require any software to be installed at the client side. We describe bow the individual parameters are assessed in Sensei using various speech processing techniques and the experiments conducted to evaluate these techniques. The performance is compared with assessment performed by human assessors. A correlation of 0.8 is obtained between overall score generated by Sensei and human assessors on a real life test dataset of 243 candidates which compares well with the corresponding human-to-human correlation of 0.91.