Information Retrieval for Call Center Quality Assurance
| Main Author: | |
|---|---|
| Language: | English |
| Published: |
The Ohio State University / OhioLINK
2020
|
| Subjects: | |
| Online Access: | http://rave.ohiolink.edu/etdc/view?acc_num=osu1587036885211228 |
| id |
ndltd-OhioLink-oai-etd.ohiolink.edu-osu1587036885211228 |
|---|---|
| record_format |
oai_dc |
| spelling |
ndltd-OhioLink-oai-etd.ohiolink.edu-osu15870368852112282021-08-03T07:14:29Z Information Retrieval for Call Center Quality Assurance McMurtry, William F. Computer Science Automatic Speech Recognition Information Retrieval Text Classification For businesses that employ them, call centers are the main point of customer interactions. Therefore, well-run call centers and high customer satisfaction are intricately related. Currently, the Safe Auto call center relies on human review of calls, i.e. call center managers will randomly select calls, listen to them, and then provide a score based on agent performance. This process is both costly and limited in scope. We propose an automated call scoring system. First, our system performs Automatic Speech Recognition on the audio files, outputting text transcripts. To improve our transcription accuracy, we employ a custom Safe Auto Language Model. The transcripts are then converted into a matrix format using the Doc2Vec algorithm. In order to compute a label, our model then compares the calls we are attempting to classify with a historical record of calls that have been scored by call center managers. We are able to correctly label calls with an 80% accuracy. Our system improves upon the prior method by scoring all calls, instead of a subset, by cutting down on human labor costs, and by freeing up call center managers’ time. 2020-10-02 English text The Ohio State University / OhioLINK http://rave.ohiolink.edu/etdc/view?acc_num=osu1587036885211228 http://rave.ohiolink.edu/etdc/view?acc_num=osu1587036885211228 unrestricted This thesis or dissertation is protected by copyright: some rights reserved. It is licensed for use under a Creative Commons license. Specific terms and permissions are available from this document's record in the OhioLINK ETD Center. |
| collection |
NDLTD |
| language |
English |
| sources |
NDLTD |
| topic |
Computer Science Automatic Speech Recognition Information Retrieval Text Classification |
| spellingShingle |
Computer Science Automatic Speech Recognition Information Retrieval Text Classification McMurtry, William F. Information Retrieval for Call Center Quality Assurance |
| author |
McMurtry, William F. |
| author_facet |
McMurtry, William F. |
| author_sort |
McMurtry, William F. |
| title |
Information Retrieval for Call Center Quality Assurance |
| title_short |
Information Retrieval for Call Center Quality Assurance |
| title_full |
Information Retrieval for Call Center Quality Assurance |
| title_fullStr |
Information Retrieval for Call Center Quality Assurance |
| title_full_unstemmed |
Information Retrieval for Call Center Quality Assurance |
| title_sort |
information retrieval for call center quality assurance |
| publisher |
The Ohio State University / OhioLINK |
| publishDate |
2020 |
| url |
http://rave.ohiolink.edu/etdc/view?acc_num=osu1587036885211228 |
| work_keys_str_mv |
AT mcmurtrywilliamf informationretrievalforcallcenterqualityassurance |
| _version_ |
1719457038842462208 |