Title :
A Conversation-Mining System for Gathering Insights to Improve Agent Productivity
Author :
Takeuchi, Hironori ; Subramaniam, L. Venkata ; Nasukawa, Tetsuya ; Roy, Shourya ; Balakrishnan, Sreeram
Author_Institution :
Tokyo Res. Lab., Tokyo
Abstract :
We describe a method to analyze transcripts of conversations between customers and agents in a contact center. The aim is to obtain actionable insights from the conversations to improve agent performance. Our approach has three steps. First we segment the call into logical parts. Next we extract relevant phrases within different segments. Finally we do two dimensional association analysis to identify actionable trends. We use real data from a contact center to identify specific actions by agents that result in positive outcomes. We also show that implementing the actionable results in improved agent productivity.
Keywords :
call centres; data mining; text analysis; agent productivity; contact center; conversation transcripts; conversation-mining system; two dimensional association analysis; Aggregates; Data analysis; Data mining; Laboratories; Monitoring; Productivity; Routing; Sampling methods; Text mining;
Conference_Titel :
E-Commerce Technology and the 4th IEEE International Conference on Enterprise Computing, E-Commerce, and E-Services, 2007. CEC/EEE 2007. The 9th IEEE International Conference on
Conference_Location :
Tokyo
Print_ISBN :
0-7695-2913-5
DOI :
10.1109/CEC-EEE.2007.3
