Detail publikačního výsledku

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

ATASSI, H.; SMÉKAL, Z.

Originální název

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

Anglický název

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

Druh

Stať ve sborníku v databázi WoS či Scopus

Originální abstrakt

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.

Anglický abstrakt

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.

Klíčová slova

dialogue, classification, NBC, voice activity

Klíčová slova v angličtině

dialogue, classification, NBC, voice activity

Autoři

ATASSI, H.; SMÉKAL, Z.

Vydáno

05.11.2014

ISBN

978-1-4673-5186-7

Kniha

5th IEEE Conference on Cognitive Infocommunications

Strany od

110

Strany do

114

Strany počet

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"
}