Literary Review: The Role of Language Assessment in the Call Centers Industry

Marcial Ordonez, Islam Mogomedov, Rosa Ordonez

2022

Abstract

The following work attempts to outline the importance of the using of artificial intelligence in the call centers in Honduras. Recently, it is a great deal during the COVID-19 outbreak, as the demand for such services risen dramatically. With demand increase the quality seems to drop. Hence forth, it is the main task of companies to increase the quality of the agents to sustain their businesses. The work outlines use of artificial intelligence to understand how correctly each letter, word and sentences are utilised during calls by agents. Some data collection techniques and analysing algorithms can be used to indicate where agents make mistakes in their speech. Therefore, the techniques also will be discussed in this work.

Paper Citation

in Harvard Style

Ordonez M., Mogomedov I. and Ordonez R. (2022). Literary Review: The Role of Language Assessment in the Call Centers Industry. In Proceedings of the 1st International Conference on Actual Issues of Linguistics, Linguodidactics and Intercultural Communication - Volume 1: TLLIC; ISBN 978-989-758-655-2, SciTePress, pages 128-130. DOI: 10.5220/0011608300003577

in Bibtex Style

@conference{tllic22,
author={Marcial Ordonez and Islam Mogomedov and Rosa Ordonez},
title={Literary Review: The Role of Language Assessment in the Call Centers Industry},
booktitle={Proceedings of the 1st International Conference on Actual Issues of Linguistics, Linguodidactics and Intercultural Communication - Volume 1: TLLIC},
year={2022},
pages={128-130},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011608300003577},
isbn={978-989-758-655-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on Actual Issues of Linguistics, Linguodidactics and Intercultural Communication - Volume 1: TLLIC
TI - Literary Review: The Role of Language Assessment in the Call Centers Industry
SN - 978-989-758-655-2
AU - Ordonez M.
AU - Mogomedov I.
AU - Ordonez R.
PY - 2022
SP - 128
EP - 130
DO - 10.5220/0011608300003577
PB - SciTePress