Call-type Classification and Unsupervised Training for the Call Center Domain

@inproceedings{TangCalltypeCA,
  title={Call-type Classification and Unsupervised Training for the Call Center Domain},
  author={Min Tang and Bryan L. Pellom and Kadri Hacioglu}
}
In this paper we describe recent experiments in call-type classification and acoustic modeling for speech recognition in the call center domain. We first describe the CU Call Center Corpus, a database of human-to-human conversations recorded from an Information Technology (IT) Help Desk call center located on the University of Colorado campus. Next, we describe our analysis and labeling of the recorded conversations into a hierarchical taxonomy of the call types. We consider four methods for… CONTINUE READING
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2014 5th IEEE Conference on Cognitive Infocommunications (CogInfoCom) • 2014
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