Speech Analysis System for Call Centers

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Speech Analysis System Speech analyzer for Call
Centers

• CSC 17- 06

GROUP MEMBERSHIP SAMIRA ZEIN
14/U/16012/PS WASIKE TIMOTHY 14/U/15867/PS LUTAAY
A SHAFIQ 14/U8759/PS LUSOMA JOSEPH 14/U/8747/PS
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Speech analyzer for Call Centers by CS17-06
Authors of this presentation
SAMIRA ZEIN 14/U/16012/PS WASIKE
TIMOTHY 14/U/8747/PS LUTAAYA SHAFIQ 14/U8759/PS LU
SOMA JOSEPH 14/U/15867/PS
CS17-06
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Speech analyzer for Call Centers by CS17-06
Overview of Our Presentation
CS17-06

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Project Introduction
Speech analyzer for Call Centers by CS17-06
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Speech analyzer for Call Centers by CS17-06
Background of the study
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Virtually all businesses are interested in
providing information and assistance to existing
and prospective customers. In recent years,
the decreased costs of telecommunications and
information technology have made it increasingly
economical to consolidate such information
delivery functions, which led to the emergence of
groups that specialize in handling customer phone
calls. ( we can edit this to put a suitable
one)
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It is hectic for organisations to carryout
performance evaluation on large data.The
project is aimed at establishing an efficient way
of analyzing voice calls received at the call
centers.
Speech analyzer for Call Centers by CS17-06
Problem Statement
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To create an effective speech analysis system
that analyzes and categorizes VoIP calls
according to the organizations activities in
relation to the issues being received through
calls.
Speech analyzer for Call Centers by CS17-06
Objective of the Project
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Project LITERATURE REVIEW
Speech analyzer for Call Centers by CS17-06
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Supervised Learning. - Functions are inferred a
labeled training dataUnsupervised Learning -
FA function is inferred to describe hidden
structure from Un labeled data
Speech analyzer for Call Centers by CS17-06
EXISTING APPROACHES
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The Call surf. - It analyses speech for call
centers but it uses French as its language
model.customer relation management systems
Speech analyzer for Call Centers by CS17-06
EXISTING SYSTEMS
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-Use foreign language models-Very complex to
learn and use
Speech analyzer for Call Centers by CS17-06
CHALLENGES FACE BY THESE SYSTEMS
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The speech analyzer for VoIP call center systems
is aimed at solving the above issues by
enablingtapping into the content of
conversations
Speech analyzer for Call Centers by CS17-06
THE PROPOSED SYSTEM
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Speech analyzer for Call Centers by CS17-06
STEPS REQUIRED TO ARCHIEVE THE PROJECT OBJECTIVE
Phonetic Indexing Converting the conversation
into a string of phonemes, the basic units of
speech, will allow the identification of a
predefined list of words or allow free text
searches. this approach is perfect for assessing
calls as they happen
Speech to Text This approach converts entire
audio exchanges into standard text, facilitating
deeper data mining. By independently identifying
patterns, across many recordings and channels,
The Speech analyzer will help to find root causes
and trending topics in customer interactions?
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Speech analyzer for Call Centers by CS17-06
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Methodology System analysis/design




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Speech analyzer for Call Centers by CS17-06

• Data Collection Techniques
• First, at least 10 or more hours of speech need
  to be collected for human transcription, to
  provide in-context example on how all the
  keywords are spoken on call centers
• The two analysis results
• - Qualitative
• -Quantitative

Methodology
2. Observation 3.Interviews
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Data Analysis and Design

• User Requirements
• Voice based email system will be a phone
  application which is-
• Easy to learn.
• It should be able to understand and adopt to
  users pronunciation.
• It will recognize words in English.

• Functional Requirements
• It accepts input from the user.
• Synchronizes with the email.
• Processes data and transfers it in a 2-way for
  example voice-to-text and text-to-voice

Systems Analysis

• Non-Functional Requirements
• Security requirements.
• Performance.
• Hardware and software requirements.

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Speech analyzer for Call Centers by CS17-06
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System analysis/design




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Speech analyzer for Call Centers by CS17-06
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Analysed output to the user
Architectural design for speech analyzer for call
centers
produces
Speech Analysis System
Customer calls the call center
Call Center System
Speech is translated into text
Server provides access to recorded data
Text Representation of the speech
The call is recorded and store on the server
Stored on the server
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Speech analyzer for Call Centers by CS17-06
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Speech Analysis

• Findings --Test Results
• --Screen Shots
• Recommendations
• --Limitations
• --Assumptions
• Conclusion

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OUR TEAM CS17-06
SAMIRA ZEIN Computer scientist 2yrs experience
in Research Development
WASIKE TIMOTHY Computer scientist 2yrs
experience in Research, Systems analysis and
Database development
LUTAAYA SHAFIQ Computer scientist 2yrs
experience in Research and Computer Networking
LUSOMA JOSEPH Computer scientist 3yrs experience
in Programming System design
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Thanks!

• Any questions?