Phone Conversation Analytics
Rusudan Kutateladze, Ana Kobiashvili, Nodar Darchiashvili · Works of Georgian Technical University · 2020
The paper reviews the results of research of possibilities of well-known speech recognition systems, considers the importance of speech recognition technology in various telephone systems for the analysis process of voice records or current phone calls.This technology provides searching of useful information from the content of a call and improving the customer service quality of call centre.The use of analytics of speech in real-time makes it possible to the call centre operator to make certain conclusions based on the analysis of past calls and thus to determine the proposed answers.The paper also analyses those challenges that are in the field of real-time speech analytics.The article deals with a multifunctional application developed in the call centre of emergency response, which recognizes Georgian speech and presents received data in a form convenient for further analysis.It describes the software technologies used for this application as well.