A Multimodal Approach to Improve Performance Evaluation of Call Center Agent

The paper proposes three modeling techniques to improve the performance evaluation of the call center agent. The first technique is speech processing supported by an attention layer for the agent’s recorded calls. The speech comprises 65 features for the ultimate determination of the context of the...

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Detalles Bibliográficos
Autores principales: Ahmed, Abdelrahman, Shaalan, Khaled, Toral, Sergio, Hifny, Yasser
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2021
Materias:
Communication
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8069216/
https://www.ncbi.nlm.nih.gov/pubmed/33921549
http://dx.doi.org/10.3390/s21082720

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8069216/
https://www.ncbi.nlm.nih.gov/pubmed/33921549
http://dx.doi.org/10.3390/s21082720

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