Paper: Automated Quality Monitoring For Call Centers Using Speech And NLP Technologies

ACL ID N06-4011
Title Automated Quality Monitoring For Call Centers Using Speech And NLP Technologies
Venue Human Language Technologies
Session System Demonstration
Year 2006
Authors

This paper describesan automatedsystemfor assigningqual- ity scoresto recordedcall center conversations. The systemcom- binesspeechrecognition,patternmatching,andmaximumentropy classificationto rank calls according to their measured quality. Callsat both ends of the spectrumare flaggedas “interesting”and made availablefor furtherhuman monitoring.In this process,the ASR transcriptis used to answer a set of standardqualitycontrol questionssuchas “didthe agentuse courteouswordsand phrases,” and to generatea question-basedscore. This is interpolatedwith the probabilityof a call being “bad,” as determinedby maximum entropy operatingon a set of ASR-derived featuressuch as “max- imumsilencelength”and the occurrenceof selectedn-gramword sequences. The systemis trainedon a set of ca...