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2013 | OriginalPaper | Chapter

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

Authors : XinYu Zhou, DongLiang Dai, Bo Xie, XiaoJun Li

Published in: Proceedings of the 2nd International Conference on Green Communications and Networks 2012 (GCN 2012): Volume 3

Publisher: Springer Berlin Heidelberg

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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.

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Metadata
Title
Multidimensional Evaluation Platform for Call Center Speech Service Quality Based on Keyword Spotting
Authors
XinYu Zhou
DongLiang Dai
Bo Xie
XiaoJun Li
Copyright Year
2013
Publisher
Springer Berlin Heidelberg
Book
Proceedings of the 2nd International Conference on Green Communications and Networks 2012 (GCN 2012): Volume 3

Print ISBN: 978-3-642-35469-4

Electronic ISBN: 978-3-642-35470-0

Copyright Year: 2013

DOI
https://doi.org/10.1007/978-3-642-35470-0_66