Cart (Loading....) | Create Account
Close category search window

Mining Customer Care Dialogs for “Daily News”

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

7 Author(s)

As large-scale deployments of spoken dialog systems in call centers become more common, a wealth of information is gathered about the call center business as well as the operation of these systems from their daily logs. This paper describes the “VoiceTone Daily News” data mining tool for analyzing this information and presenting it in a readily comprehensible and customizable form that is suitable for use by anyone from system designers to call center businesses. Relevant business and dialog features are extracted from the speech logs of caller-system interactions and tracked by trend analysis algorithms. We describe novel techniques for generating alerts on multiple data streams while avoiding redundant “knock-on” alerts. Some initial experiments with automated measures of dialog success are described as possible additional features to track. Features that move outside their expected bounds on a given day generate headlines as part of a website generated completely automatically from each day's logs. A “drill-down” facility allows headlines to be investigated all the way to viewing logs of individual interactions behind the headline and listening to the audio for individual turns.

Published in:

Speech and Audio Processing, IEEE Transactions on  (Volume:13 ,  Issue: 5 )

Date of Publication:

Sept. 2005

Need Help?

IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.