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Proceedings of the 2012 International Conference on Cybernetics and Informatics pp 1437–1444Cite as

A Multi-modal Automatic Monitoring System Oriented Speech Service Quality of Call Center

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Part of the book series: Lecture Notes in Electrical Engineering ((LNEE,volume 163))

Abstract

Call center system has become an integral part of business operations, monitoring speech service quality is a vital work of the management in call center. Currently main scoring approach is manual control mode. It’s efficiency is not high and it is difficult to uniform standard. This paper presents an automatic multi-mode monitoring system for speech service quality of call center, and keyword spotting technology is applied to monitor the speech content automatically. In order to make up the defects of single-mode keyword spotting, this paper uses speech emotion recognition technology to identify the mood of the speech. Finally, system monitors parallel with multi-modal and scoring results. This will not only meet to monitor the content of the speech but also realize to recognize the emotion.

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References

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Acknowledgment

This research is supported by Project No. Z1110551 and Project No.Y1110995 under Zhejiang Provincial Natural Science Foundation of China.

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Authors and Affiliations

  1. College of Computer Science and Information Engineering, Zhejiang Gongshang University, Hangzhou, China

    Dongliang Dai, Xiaojun Li & Bo Xie

Authors
  1. Dongliang Dai
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  2. Xiaojun Li
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  3. Bo Xie
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Corresponding author

Correspondence to Dongliang Dai .

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Editors and Affiliations

  1. College of Elementary Education, Chongqing Normal University, Chongqing, People's Republic of China

    Shaobo Zhong

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Dai, D., Li, X., Xie, B. (2014). A Multi-modal Automatic Monitoring System Oriented Speech Service Quality of Call Center. In: Zhong, S. (eds) Proceedings of the 2012 International Conference on Cybernetics and Informatics. Lecture Notes in Electrical Engineering, vol 163. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-3872-4_183

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  • DOI: https://doi.org/10.1007/978-1-4614-3872-4_183

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  • Publisher Name: Springer, New York, NY

  • Print ISBN: 978-1-4614-3871-7

  • Online ISBN: 978-1-4614-3872-4

  • eBook Packages: EngineeringEngineering (R0)

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