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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...
| Autores principales: | , , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
MDPI
2021
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| Materias: | |
| 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 |