“The Truth is Out There”: Using Advanced Speech Analytics to Learn Why Customers Call Help-line Desks and How Effectively They Are Being Served by the Call Center Agent-Reference-Cited by-同舟云学术

“The Truth is Out There”: Using Advanced Speech Analytics to Learn Why Customers Call Help-line Desks and How Effectively They Are Being Served by the Call Center Agent

Published:2010 Issue: Volume: Page:221-243
ISSN:
Container-title:Advances in Speech Recognition
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Author:

Gavalda Marsal,Schlueter Jeff

Publisher

Springer US

Link

http://link.springer.com/content/pdf/10.1007/978-1-4419-5951-5_10.pdf

Reference16 articles.

1. Ch. Alberti, M. Bacchiani, A. Bezman, C. Chelba, A. Drofa, H. Liao, P. Moreno, T. Power, A. Sahuguet, M. Shugrina, O. Siohan, “An audio indexing system for election video material,”, IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP), pp. 4873–4876, 2009.

2. M. Bacchiani, “Trends Toward Natural Speech,” Presentation at SpeechTEK, New York City, August 24–26, 2009.

3. P. Cardillo, M. Clements, M. Miller, “Phonetic searching vs. large vocabulary continuous speech recognition,” International Journal of Speech Technology, January, pp. 9–22, 2002.

4. M. Clements, P. Cardillo, M. Miller, “Phonetic Searching vs. LVCSR: How to Find What You Really Want in Audio Archives,” AVIOS, San Jose, CA, April 2001.

5. M. Clements, M. Gavalda, “Voice/audio information retrieval: minimizing the need for human ears,” in Proceedings of the IEEE Workshop on Automatic Speech Recognition and Understanding, Kyoto, Japan, December 2007.

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