Publication detail

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

ATASSI, H. SMÉKAL, Z.

Original Title

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

English Title

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

Type

conference paper

Language

Czech

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.

English 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.

Keywords

dialogue, classification, NBC, voice activity

Key words in English

dialogue, classification, NBC, voice activity

Authors

ATASSI, H.; SMÉKAL, Z.

RIV year

2014

Released

5. 11. 2014

ISBN

978-1-4673-5186-7

Book

5th IEEE Conference on Cognitive Infocommunications

Pages from

110

Pages to

114

Pages count

5

BibTex

@inproceedings{BUT110735,
  author="Hicham {Atassi} and Zdeněk {Smékal}",
  title="Automatic Identification of Successful Phone Calls in Call Centers Based on Dialogue Analysis",
  booktitle="5th IEEE Conference on Cognitive Infocommunications",
  year="2014",
  pages="110--114",
  isbn="978-1-4673-5186-7"
}