Name
Title | ||
|---|---|---|
Extracting call-reason segments from contact center dialogs by using automatically acquired boundary expressions |
Abstract | ||
|---|---|---|
To improve the performance of call-reason analysis at contact centers, we introduce a novel method to extract call-reason segments from dialogs. It is based on the following two characteristics of contact center conversations; 1) customers state their requests at the beginning of the calls, 2) agents tend to use typical phrases at the end of the call-reason segments. Our proposal acquires these typical phrases from stored speech data automatically and extracts the call-reason segment precisely by detecting the typical phrases. Experiments show that it significantly improves the performance of call-reason information retrieval since it allows the search scope to be limited to the call-reason segments of calls. |
Year | DOI | Venue |
|---|---|---|
2011 | 10.1109/ICASSP.2011.5947625 | ICASSP |
Keywords | DocType | ISSN |
call-reason information retrieval,speech recognition,call centres,contact center,information retrieval,spoken document segmentation,contact center dialogs,contact center conversations,data mining,speech dialog,typical phrase detection,call-reason analysis,document handling,call-reason segment extraction,time frequency analysis,speech,accuracy,feature extraction | Conference | 1520-6149 E-ISBN : 978-1-4577-0537-3 |
ISBN | Citations | PageRank |
978-1-4577-0537-3 | 3 | 0.39 |
References | Authors | |
10 | 6 | |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Takaaki Fukutomi | 1 | 3 | 0.73 |
| Satoshi Kobashikawa | 2 | 28 | 9.73 |
| Taichi Asami | 3 | 22 | 10.49 |
| Tsubasa Shinozaki | 4 | 7 | 2.27 |
| Hirokazu Masataki | 5 | 18 | 9.21 |
| Satoshi Takahashi | 6 | 3 | 0.39 |