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Über dieses Buch

The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analyzes "how" the conversation happens and not "what" the conversation is about by audio signal processing and analysis.

Inhaltsverzeichnis

Frontmatter

Chapter 1. Overview

Speech is the most natural form of communication that has been in existence for a very long time now. Intelligence, which distinguishes homosapiens from the rest of the animal species can be attributed to the development of language as a tool and speech as a mode of communication.

Sunil Kumar Kopparapu

Chapter 2. Voice Analytics Process

Analysis of a large volume of audio conversation is required to derive reliable analytics that is statistically significant.

Sunil Kumar Kopparapu

Chapter 3. Call Center Linguistic Analytics

Voice-based call centers enable customers query for information by speaking to human agents.

Sunil Kumar Kopparapu

Chapter 4. Non-linguistic Speech Processing

There has been an increase in spoken interaction between people from different geographies or different cultural backgrounds prominently in the call center scenario.

Sunil Kumar Kopparapu

Chapter 5. Case Study

Voice-based call centers enable customers to query for information by speaking to human agents. Most often these call conversations are recorded by call centers with the intent of trying to identify things that can help improve the performance of the call center to serve the customer better.

Sunil Kumar Kopparapu

Chapter 6. Conclusions

There is a rich source of information begging to be exploited in the customer-agent voice conversations which can enhance the customer satisfaction index and other performance metrics of a voice-based call center.

Sunil Kumar Kopparapu

Backmatter

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