AI systems are built on large quantities of data. Quality data is not easy to come by in large quantities and is a cost driver and systems development. You can come up to speed on the current state of bias in AI speech systems by reviewing this paper. And finally, for those that would like to learn more detail at the technology level this paper will be interesting
As long as there have been tests, there have been those who look for ways to “beat the test”. These tactics run the gamut from crib notes to paid test takers harvesting questions and a great many other techniques to try to get a score that is not deserved. Here are some recent examples. This type of fraud occurs all over the world as can be seen in this article. Our LanguaTests™ defend themselves very well against many forms of fraud and are constantly being improved to “keep up with the market”.
Your customer service agents may speak English and may speak it very well “where they live”. However, that may not be the same “English” that your customers speak and this is often the root of much frustration. To learn more about varieties of English this paper is interesting. For a more in-depth treatment of this topic have a look at this interesting paper regarding standard English and business communication.
Your customers know within seconds of listening to your agents whether they can easily understand their speech or not. Whether this will be a productive conversation or not. The basics of the importance of communication are laid out well in this video. Customer satisfaction depends on understandability. The value of customer satisfaction to your business is priceless!