A Multimodal Approach to Improve Performance Evaluation of Call Center Agent

A Multimodal Approach to Improve Performance Evaluation of Call Center Agent

The paper proposes three modeling techniques to improve the performance evaluation of the call center agent. The first technique is speech processing supported by an attention layer for the agent’s recorded calls. The speech comprises 65 features for the ultimate determination of the context of the...

وصف كامل

محفوظ في:

التفاصيل البيبلوغرافية
المؤلف الرئيسي:	Ahmed , Abdelrahman (author)
مؤلفون آخرون:	Shaalan, Khaled (author), Toral, Sergio (author), Hifny, Yasser (author)
منشور في:	2021
الموضوعات:	performance modeling; multimodal classification; BiLSTM; CNNs; attention layer
الوصول للمادة أونلاين:	https://bspace.buid.ac.ae/handle/1234/3034 https://doi.org/10.3390/s21082720.
الوسوم:	إضافة وسم لا توجد وسوم, كن أول من يضع وسما على هذه التسجيلة!

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