Evaluation of call centre conversations based on a high-level symbolic representation

Leticia Arco; Carlos Alberto Martínez Mosquera; Fabjola Braho; Yisel Clavel; Johan Loeckx

doi:10.21437/Interspeech.2022

Evaluation of call centre conversations based on a high-level symbolic representation

Leticia Arco, Carlos Alberto Martínez Mosquera, Fabjola Braho, Yisel Clavel , Johan Loeckx

Informatica en Toegepaste Informatica

Onderzoeksoutput: Conference paper › Research

72 Downloads (Pure)

Samenvatting

We present a demo that illustrates the performance of our system to analyse and evaluate call centre conversations. Our solution can be used at different stages of the quality feedback loop. The high-level symbolic representation developed on the context-based intent recognition core module allows for detecting fine-grained reasons for quality assurance problems and going in-depth qualitative analysis of how agents and customers interact. We illustrate the evaluation and insights of real-life conversations provided by a Belgian call centre. Participants can interact with the demo by playing with call annotation, recommendations, and diverse parameters.

Originele taal-2	English
Titel	Proceedings of the INTERSPEECH 2022 Conference
Redacteuren	Hanseok Ko, John H. L. Hansen
Plaats van productie	Incheon, Korea
Uitgeverij	ISCA
Hoofdstuk	Show and Tell III
Pagina's	3663-3664
Aantal pagina's	2
Volume	2022-September
DOI's	https://doi.org/10.21437/Interspeech.2022
Status	Published - 18 sep 2022
Evenement	23rd INTERSPEECH Conference: Human and Humanizing Speech Technology - Songdo ConvensiA, Incheon, Korea, Republic of Duur: 18 sep 2022 → 22 sep 2022 Congresnummer: 23 https://www.interspeech2022.org/general/

Publicatie series

Naam	Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH
ISSN van geprinte versie	2308-457X

Conference

Conference	23rd INTERSPEECH Conference
Verkorte titel	INTERSPEECH
Land/Regio	Korea, Republic of
Stad	Incheon
Periode	18/09/22 → 22/09/22
Internet adres	https://www.interspeech2022.org/general/

Bibliografische nota

Funding Information:
This research was carried out as part of the SYNAPS project in collaboration with Nixxis, ETRO, and a Belgian call centre, funded by Innoviris. The authors gratefully acknowledge the VUB AI applied research team members, Izmir Khalish, and Benjamin Jan Vermunicht for their contribution.

Publisher Copyright:
Copyright © 2022 ISCA.

Copyright:
Copyright 2022 Elsevier B.V., All rights reserved.

Toegang tot document

10.21437/Interspeech.2022

arco22_interspeechFinal published version, 402 KB

https://www.isca-speech.org/archive/pdfs/interspeech_2022/arco22_interspeech.pdf

Andere bestanden en links

Citeer dit

Arco, L., Martínez Mosquera, C. A., Braho, F., Clavel , Y., & Loeckx, J. (2022). Evaluation of call centre conversations based on a high-level symbolic representation. In H. Ko, & J. H. L. Hansen (editors), Proceedings of the INTERSPEECH 2022 Conference (Vol. 2022-September, blz. 3663-3664). (Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH). ISCA. https://doi.org/10.21437/Interspeech.2022

Arco, Leticia ; Martínez Mosquera, Carlos Alberto ; Braho, Fabjola ; Clavel , Yisel ; Loeckx, Johan. / Evaluation of call centre conversations based on a high-level symbolic representation. Proceedings of the INTERSPEECH 2022 Conference. redacteur / Hanseok Ko ; John H. L. Hansen. Vol. 2022-September Incheon, Korea : ISCA, 2022. blz. 3663-3664 (Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH).

@inproceedings{31decc6bbb0245ae979a19025a35b50b,

title = "Evaluation of call centre conversations based on a high-level symbolic representation",

abstract = "We present a demo that illustrates the performance of our system to analyse and evaluate call centre conversations. Our solution can be used at different stages of the quality feedback loop. The high-level symbolic representation developed on the context-based intent recognition core module allows for detecting fine-grained reasons for quality assurance problems and going in-depth qualitative analysis of how agents and customers interact. We illustrate the evaluation and insights of real-life conversations provided by a Belgian call centre. Participants can interact with the demo by playing with call annotation, recommendations, and diverse parameters.",

keywords = "Call monitoring, Intent recognition, Human-human interaction, Recommender system",

author = "Leticia Arco and {Mart{\'i}nez Mosquera}, {Carlos Alberto} and Fabjola Braho and Yisel Clavel and Johan Loeckx",

note = "Funding Information: This research was carried out as part of the SYNAPS project in collaboration with Nixxis, ETRO, and a Belgian call centre, funded by Innoviris. The authors gratefully acknowledge the VUB AI applied research team members, Izmir Khalish, and Benjamin Jan Vermunicht for their contribution. Publisher Copyright: Copyright {\textcopyright} 2022 ISCA. Copyright: Copyright 2022 Elsevier B.V., All rights reserved.; 23rd INTERSPEECH Conference : Human and Humanizing Speech Technology, INTERSPEECH ; Conference date: 18-09-2022 Through 22-09-2022",

year = "2022",

month = sep,

day = "18",

doi = "10.21437/Interspeech.2022",

language = "English",

volume = "2022-September",

series = "Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH",

publisher = "ISCA",

pages = "3663--3664",

editor = "Hanseok Ko and Hansen, {John H. L.}",

booktitle = "Proceedings of the INTERSPEECH 2022 Conference",

url = "https://www.interspeech2022.org/general/",

}

Arco, L, Martínez Mosquera, CA, Braho, F, Clavel , Y & Loeckx, J 2022, Evaluation of call centre conversations based on a high-level symbolic representation. in H Ko & JHL Hansen (redactie), Proceedings of the INTERSPEECH 2022 Conference. vol. 2022-September, Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH, ISCA, Incheon, Korea, blz. 3663-3664, 23rd INTERSPEECH Conference, Incheon, Korea, Republic of, 18/09/22. https://doi.org/10.21437/Interspeech.2022

Evaluation of call centre conversations based on a high-level symbolic representation. / Arco, Leticia; Martínez Mosquera, Carlos Alberto; Braho, Fabjola; Clavel , Yisel; Loeckx, Johan.

Proceedings of the INTERSPEECH 2022 Conference. redactie / Hanseok Ko; John H. L. Hansen. Vol. 2022-September Incheon, Korea : ISCA, 2022. blz. 3663-3664 (Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH).

Onderzoeksoutput: Conference paper › Research

TY - GEN

T1 - Evaluation of call centre conversations based on a high-level symbolic representation

AU - Arco, Leticia

AU - Martínez Mosquera, Carlos Alberto

AU - Braho, Fabjola

AU - Clavel , Yisel

AU - Loeckx, Johan

N1 - Conference code: 23

PY - 2022/9/18

Y1 - 2022/9/18

N2 - We present a demo that illustrates the performance of our system to analyse and evaluate call centre conversations. Our solution can be used at different stages of the quality feedback loop. The high-level symbolic representation developed on the context-based intent recognition core module allows for detecting fine-grained reasons for quality assurance problems and going in-depth qualitative analysis of how agents and customers interact. We illustrate the evaluation and insights of real-life conversations provided by a Belgian call centre. Participants can interact with the demo by playing with call annotation, recommendations, and diverse parameters.

AB - We present a demo that illustrates the performance of our system to analyse and evaluate call centre conversations. Our solution can be used at different stages of the quality feedback loop. The high-level symbolic representation developed on the context-based intent recognition core module allows for detecting fine-grained reasons for quality assurance problems and going in-depth qualitative analysis of how agents and customers interact. We illustrate the evaluation and insights of real-life conversations provided by a Belgian call centre. Participants can interact with the demo by playing with call annotation, recommendations, and diverse parameters.

KW - Call monitoring

KW - Intent recognition

KW - Human-human interaction

KW - Recommender system

UR - https://www.isca-speech.org/archive/interspeech_2022/index.html

UR - http://www.scopus.com/inward/record.url?scp=85140077234&partnerID=8YFLogxK

U2 - 10.21437/Interspeech.2022

DO - 10.21437/Interspeech.2022

M3 - Conference paper

VL - 2022-September

T3 - Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH

SP - 3663

EP - 3664

BT - Proceedings of the INTERSPEECH 2022 Conference

A2 - Ko, Hanseok

A2 - Hansen, John H. L.

PB - ISCA

CY - Incheon, Korea

T2 - 23rd INTERSPEECH Conference

Y2 - 18 September 2022 through 22 September 2022

ER -

Arco L, Martínez Mosquera CA, Braho F, Clavel Y, Loeckx J. Evaluation of call centre conversations based on a high-level symbolic representation. In Ko H, Hansen JHL, redacteurs, Proceedings of the INTERSPEECH 2022 Conference. Vol. 2022-September. Incheon, Korea: ISCA. 2022. blz. 3663-3664. (Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH). https://doi.org/10.21437/Interspeech.2022

Evaluation of call centre conversations based on a high-level symbolic representation

Samenvatting

Publicatie series

Conference

Bibliografische nota

Toegang tot document

Andere bestanden en links

Vingerafdruk

Citeer dit