Text-Based Detection of On-Hold Scripts in Contact Center Calls
Dmitrii Galimzianov,
Viacheslav Vyshegorodtsev
Abstract:Average hold time is a concern for call centers because it affects customer satisfaction. Contact centers should instruct their agents to use special on-hold scripts to maintain positive interactions with clients. This study presents a natural language processing model that detects on-hold phrases in customer service calls transcribed by automatic speech recognition technology. The task of finding hold scripts in dialogue was formulated as a multiclass text classification problem with three mutually exclusive … Show more
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