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Detail publikace
ATASSI, H. SMÉKAL, Z.
Originální název
Automatic Identification of Successful Phone Calls in Call Centers Based on Dialogue Analysis
Anglický název
Typ
článek ve sborníku ve WoS nebo Scopus
Jazyk
čeština
Originální abstrakt
The paper presents novel approach to automatic identification of successful phone calls in call centers by means of dialogue features. This approach can be very useful to spot the unsuccessful sessions within the large database of recorded telephone calls and can help the supervisors of call centers to figure out mistakes made by their agents. The features used for decision making are extracted from four cues namely hesitation, reaction, Interruption and cumulative voice activity. The results achieved suggested that these features have a strong discriminative power in terms of classification between successful and unsuccessful phone calls showing F-measure of 96% by using Naive Bayesian Classifier.
Anglický abstrakt
Klíčová slova
dialogue, classification, NBC, voice activity
Klíčová slova v angličtině
Autoři
ATASSI, H.; SMÉKAL, Z.
Rok RIV
2014
Vydáno
5. 11. 2014
ISBN
978-1-4673-5186-7
Kniha
5th IEEE Conference on Cognitive Infocommunications
Strany od
110
Strany do
114
Strany počet
5
BibTex
@inproceedings{BUT110735, author="Hicham {Atassi} and Zdeněk {Smékal}", title="Automatic Identification of Successful Phone Calls in Call Centers Based on Dialogue Analysis", booktitle="5th IEEE Conference on Cognitive Infocommunications", year="2014", pages="110--114", isbn="978-1-4673-5186-7" }