Voice call analytics using natural language processing

Abstract

The main challenge of call centres based on voice call is the quality monitoring, where a person has to listen to all the recorded audio files or a random sample of audio files, to check how the call centre representative has performed. It also helps in recording the feedback from the customer which is very useful in various fields of business analytics like marketing, sales, service etc. This process involves enormous amount of human effort and the time consumed is very high. With the rise of machine learning applications in almost every industry, in this paper we have tried to develop a software with the use of Machine Learning and Natural Language Processing, which helps in performance analytics of voice call agents.