Multidimensional Evaluation Platform for Call Center Speech Service Quality Based on Keyword Spotting

Conference paper
Part of the Lecture Notes in Electrical Engineering book series (LNEE, volume 225)

Abstract

Call center system has become an integral part of business operations and monitoring speech service quality is a vital work of the management in call center. Currently, main scoring approach is manual control mode. Its efficiency is not high and it is difficult to uniform standard. This paper presents an automatic multimode monitoring system for speech service quality of call center, and keyword spotting technology is applied to monitor the speech content automatically. In addition this paper designed a common set of evaluation algorithm and finally achieved the Multidimensional evaluation indicators to accurately and multidimensionally measure the operator’s speech QOS.

Keywords

Call center Speech service quality Keyword spotting 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  1. 1.College of Computer Science & Information EngineeringZhejiang Gongshang UniversityHangzhouChina

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