Main Article Content
Customer Service Center is the second most important consideration just after the actual product. Also, customer service is one of the biggest contributors to the cost component for any firm. We aim to apply well-known data mining techniques to the problem of predicting the quality of interactions like those done in call centers and the problem of predicting the quality of service. The analysis of call center conversations will provide useful insights for enhancing Call Center Analytics to a level that will enable new metrics and key performance indicators (KPIs) beyond the standard approach. These metrics rely on understanding the dynamics of conversations by highlighting the way participants discuss topics. The main focus will be to reduce the average handling time, is a call center metric for the average duration of one transaction, typically measured from the customerâ€™s initiation of the call and including any hold time, talk time and related tasks that follow the transaction. Get real-time solution. The main operations will be speaker diarization, speech to text, agent analysis, emotion recognition and other measures to help with the analysis. We will use RAVDESS (Ryerson Audio-Visual Database of Emotional Speech and Song) for emotion analysis, consisting of vocal emotional expressions in sentences spoken in a range of basic emotional states (happy, sad, anger, fear, disgust, surprise and calm). Emotion recognition is done by extracting features from the audio from its Mel-frequency cepstral coefficients (MFCCs) and passing it through a convolutional neural network. All of this will happen in real time as the call is taking place.
Submission of a manuscript implies: that the work described has not been published before, that it is not under consideration for publication elsewhere; that if and when the manuscript is accepted for publication, the authors agree to automatic transfer of the copyright to the publisher.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work
- The journal allows the author(s) to retain publishing rights without restrictions.
- The journal allows the author(s) to hold the copyright without restrictions.
BetuÌˆl Karakus, Galip Aydin â€œCall Center Performance Evaluation Using Big Data Analyticsâ€, 2017.
Baird H. â€œEnsuring Data Validity Maintaining Service Quality in the Contact Center.â€, Telecom Directions LLC, 2004, pp 3.
Sathit Prasomphan. â€œDetecting Human Emotion via Speech Recognition by using Speech Spectrogram.â€ in IEEE International Conference on Data Science and Advanced Analytics (DSAA) Paris, France, IEEE 2015, pp 66-73.
Margaret Lech, Melissa Stolar, Robert Bolia, Michael Skinner. â€œAmplitude-Frequency Analysis of Emotional Speech Using Transfer Learning and Classification of Spectrogram Images.â€ Advances in Science, Technology and Engineering Systems Journal Vol. 3, No. 4, pp. 363-371, 2018.