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Non-Linguistic Analysis of Call Center Conversations

Part of the SpringerBriefs in Electrical and Computer Engineering Book Series

DOI: 10.1007/978-3-319-00897-4

ISBN: 978-3-319-00896-7

Publisher: Springer International Publishing - Springer Journals

Aug 3, 2014

Available

Overview

Kopparapu, Sunil Kumar

Pages: 1 –9

[Speech is the most natural form of communication that has been in existence for a very long time now. Intelligence, which distinguishes homosapiens from the rest of the animal species can be attributed to the development of language as a tool and speech as a mode of communication.]
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Voice Analytics Process

Kopparapu, Sunil Kumar

Pages: 11 –27

[Analysis of a large volume of audio conversation is required to derive reliable analytics that is statistically significant.]
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Call Center Linguistic Analytics

Kopparapu, Sunil Kumar

Pages: 29 –34

[Voice-based call centers enable customers query for information by speaking to human agents.]
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Non-linguistic Speech Processing

Kopparapu, Sunil Kumar

Pages: 35 –45

[There has been an increase in spoken interaction between people from different geographies or different cultural backgrounds prominently in the call center scenario.]
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Case Study

Kopparapu, Sunil Kumar

Pages: 47 –60

[Voice-based call centers enable customers to query for information by speaking to human agents. Most often these call conversations are recorded by call centers with the intent of trying to identify things that can help improve the performance of the call center to serve the customer better.]
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Conclusions

Kopparapu, Sunil Kumar

Pages: 61 –62

[There is a rich source of information begging to be exploited in the customer-agent voice conversations which can enhance the customer satisfaction index and other performance metrics of a voice-based call center.]

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Non-Linguistic Analysis of Call Center Conversations

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