CallSurf: search by content, navigation and knowledge extraction on call center conversational speech, for marketing and strategic intelligence

Authors:
Martine Garnier-Rizet;Sylvie Guillemin-Lanne;Frederik Cailliau
Affiliations:
VECSYS, rue de la Terre de Feu, Courtaboeuf cedex;TEMIS, rue de Rivoli, Paris;SINEQUA, rue d'Athènes, Paris
Venue:
RIAO '10 Adaptivity, Personalization and Fusion of Heterogeneous Information
Year:
2010

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Abstract

In this paper, we describe a solution implemented to analyze automatically call center conversations and find out the underlying reasons for customer calls. The CALLSURF solution aims at improving sales and marketing effectiveness as well as call center quality and performance management. It is dedicated to the marketing units and the call center supervisors.