ISCA Archive IberSPEECH 2022
ISCA Archive IberSPEECH 2022

SONOC Platform for Audio and Speech Analytics in Call Centers

Dayana Ribas, Antonio Miguel, Luis Guillen, Jose Javier Castejon, Juan Antonio Navarro, Alfonso Ortega, Luis Benavente

This paper presents a platform for processing audio data of call centers to obtain statistical information on the telephone call. The system computes several metrics of the audio and speech to define a representation of the call flow, the audio quality, and the paralinguistic performance of the call. This way, it can model the behavior and feelings of the agent and customer involved in the conversation. This solution applies to many industries such as call centers, social communities, metaverse, customer identifications, online and offline meetings, etc. In summary, the platform leverages an already trained artificial intelligence business network to get non-verbal communication information from audio. This information translates into valuable business insights for further decision-making.


Cite as: Ribas, D., Miguel, A., Guillen, L., Castejon, J.J., Navarro, J.A., Ortega, A., Benavente, L. (2022) SONOC Platform for Audio and Speech Analytics in Call Centers. Proc. IberSPEECH 2022, 264-265

@inproceedings{ribas22b_iberspeech,
  author={Dayana Ribas and Antonio Miguel and Luis Guillen and Jose Javier Castejon and Juan Antonio Navarro and Alfonso Ortega and Luis Benavente},
  title={{SONOC Platform for Audio and Speech Analytics in Call Centers}},
  year=2022,
  booktitle={Proc. IberSPEECH 2022},
  pages={264--265}
}