Beyond Traditional Quality Monitoring in Call Centers: A Comparative Analysis of Human Evaluators and Large Language Models

B.M.L. Waelbers; Alexander P. Henkel; S. Bromuri

doi:10.1007/978-3-031-99353-4_27

Beyond Traditional Quality Monitoring in Call Centers: A Comparative Analysis of Human Evaluators and Large Language Models

B.M.L. Waelbers, Alexander P. Henkel, S. Bromuri

Research output: Chapter in Book/Report/Conference proceeding › Conference Article in proceeding › Academic › peer-review

Original language	English
Title of host publication	Information Management. ICIM 2025
Editors	Shuliang Li
Publisher	Springer, Cham
Pages	314-323
Number of pages	10
Volume	2540
DOIs	https://doi.org/10.1007/978-3-031-99353-4_27
Publication status	Published - 1 Sept 2025
Event	8th International Conference on Computers in Management and Business - Imperial College, London, United Kingdom Duration: 28 Mar 2025 → 30 Mar 2025 https://www.iccmb.org/2025.html

Publication series

Series	Communications in Computer and Information Science
Volume	2540
ISSN	1865-0929

Conference

Conference	8th International Conference on Computers in Management and Business
Abbreviated title	ICCMB 2025
Country/Territory	United Kingdom
City	London
Period	28/03/25 → 30/03/25
Internet address	https://www.iccmb.org/2025.html

Access to Document

10.1007/978-3-031-99353-4_27

Cite this

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title = "Beyond Traditional Quality Monitoring in Call Centers: A Comparative Analysis of Human Evaluators and Large Language Models",

author = "B.M.L. Waelbers and Henkel, \{Alexander P.\} and S. Bromuri",

year = "2025",

month = sep,

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language = "English",

volume = "2540",

series = "Communications in Computer and Information Science",

publisher = "Springer, Cham",

pages = "314--323",

editor = "Shuliang Li",

booktitle = "Information Management. ICIM 2025",

note = "8th International Conference on Computers in Management and Business, ICCMB 2025 ; Conference date: 28-03-2025 Through 30-03-2025",

url = "https://www.iccmb.org/2025.html",

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Waelbers, BML , Henkel, AP & Bromuri, S 2025, Beyond Traditional Quality Monitoring in Call Centers: A Comparative Analysis of Human Evaluators and Large Language Models. in S Li (ed.), Information Management. ICIM 2025. vol. 2540, Springer, Cham, Communications in Computer and Information Science, vol. 2540, pp. 314-323, 8th International Conference on Computers in Management and Business, London, United Kingdom, 28/03/25. https://doi.org/10.1007/978-3-031-99353-4_27

Beyond Traditional Quality Monitoring in Call Centers: A Comparative Analysis of Human Evaluators and Large Language Models. / Waelbers, B.M.L.; Henkel, Alexander P.; Bromuri, S.
Information Management. ICIM 2025. ed. / Shuliang Li. Vol. 2540 Springer, Cham, 2025. p. 314-323 (Communications in Computer and Information Science, Vol. 2540).

Research output: Chapter in Book/Report/Conference proceeding › Conference Article in proceeding › Academic › peer-review

TY - GEN

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T2 - 8th International Conference on Computers in Management and Business

AU - Waelbers, B.M.L.

AU - Henkel, Alexander P.

AU - Bromuri, S.

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DO - 10.1007/978-3-031-99353-4_27

M3 - Conference Article in proceeding

VL - 2540

T3 - Communications in Computer and Information Science

SP - 314

EP - 323

BT - Information Management. ICIM 2025

A2 - Li, Shuliang

PB - Springer, Cham

Y2 - 28 March 2025 through 30 March 2025

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