Automatic identification of successful phone calls in call centers based on dialogue analysis

The paper presents novel approach to automatic identification of successful phone calls in call centers by means of dialogue features. This approach can be very useful to spot the unsuccessful sessions within the large database of recorded telephone calls and can help the supervisors of call centers to figure out mistakes made by their agents. The features used for decision making are extracted from four cues namely hesitation, reaction, Interruption and cumulative voice activity. The results achieved suggested that these features have a strong discriminative power in terms of classification between successful and unsuccessful phone calls showing F-measure of 96% by using Naïve Bayesian Classifier.