Publication detail

Automatic Identification of Successful Phone Calls in Call Centers Based on Dialogue Analysis

Original Title

Automatic Identification of Successful Phone Calls in Call Centers Based on Dialogue Analysis

Czech Title

Automatic Identification of Successful Phone Calls in Call Centers Based on Dialogue Analysis

Language

cs

Original Abstract

The paper presents novel approach to automatic identification of successful phone calls in call centers by means of dialogue features. This approach can be very useful to spot the unsuccessful sessions within the large database of recorded telephone calls and can help the supervisors of call centers to figure out mistakes made by their agents. The features used for decision making are extracted from four cues namely hesitation, reaction, Interruption and cumulative voice activity. The results achieved suggested that these features have a strong discriminative power in terms of classification between successful and unsuccessful phone calls showing F-measure of 96% by using Naive Bayesian Classifier.

Czech abstract

The paper presents novel approach to automatic identification of successful phone calls in call centers by means of dialogue features. This approach can be very useful to spot the unsuccessful sessions within the large database of recorded telephone calls and can help the supervisors of call centers to figure out mistakes made by their agents. The features used for decision making are extracted from four cues namely hesitation, reaction, Interruption and cumulative voice activity. The results achieved suggested that these features have a strong discriminative power in terms of classification between successful and unsuccessful phone calls showing F-measure of 96% by using Naive Bayesian Classifier.

BibTex


@inproceedings{BUT110735,
  author="Hicham {Atassi} and Zdeněk {Smékal}",
  title="Automatic Identification of Successful Phone Calls in Call Centers Based on Dialogue Analysis",
  annote="The paper presents novel approach to automatic identification of successful phone calls in call centers by means of dialogue features. This approach can be very useful to spot the unsuccessful sessions within the large database of recorded telephone calls and can help the supervisors of call centers to figure out mistakes made by their agents. The features used for decision making are extracted from four cues namely hesitation, reaction, Interruption and cumulative voice activity. The results achieved suggested that these features have a strong discriminative power in terms of classification between successful and unsuccessful phone calls showing F-measure of   96% by using Naive Bayesian Classifier.",
  booktitle="5th IEEE Conference on Cognitive Infocommunications",
  chapter="110735",
  howpublished="electronic, physical medium",
  year="2014",
  month="november",
  pages="110--114",
  type="conference paper"
}