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Audio Labeling for Call Center

Smart NLP technology optimized the call center workflow and significantly decreased the number of violations by call center operators

Industry and use case:

Speech Analytics system

Data:

Over 450,000 audio files

Project duration:

45 days

Our Challenge:

 A major European transport company required multiple NLP services, including automatically determining call nature (cargo-related issues, payment problems, etc.), identifying operator work violations, and minimizing repeated and conflicting calls

Our Solution:

The project management team oversaw data preparation and moderation within our team. We integrated with IP telephony systems and speech recognition APIs, classifying calls into various classes and subclasses. Additionally, we identified stop words, triggers, tags, operator violations, profanity, and even detected new categories and requests

Outcomes:

  • Reduced the number of repeated calls from drivers by 56%
  • Decreased violations by call center operators by 24%
  • Cut operating expenses for cargo transportation by 12%
"Based on recommendations, we started working with TrainingData & CSIRA as contractors, and we are satisfied with the collaboration"
Alexander P
Head of IT

Stages of work

  • Application

    /01
    Leave a request on the website for a free consultation with an expert. Th e acco unt manager will guide you on the services, timelines, and price

  • Free pilot

    /02
    We will conduct a test pilot project for you and provide a golden set, based on which we will determine the final technical requirements and approve project metrics

  • Agreement

    /03
    We prepare a contract and all necessary documentation upon the request of your accountants and lawyers

  • Workflow customization

    /04
    We form a pool of suitable tools and assign an experienced manager who will be in touch with you regarding all project details

  • Quality control

    /05
    Data uploads for verification are done iteratively, allowing your team to review and approve collected/annotated data

  • Post-payment

    /06
    You pay for the work after receiving the data in agreed quality and quantity

Timeline

  • 24 hours
    Application
  • 24 hours
    Consultation
  • 1 to 3 days
    Pilot
  • 1 to 5 days
    Conducting a pilot
  • 1 day to several years
    Carrying out work on the project
  • 1 to 5 days
    Quality control
You pay for the work after you have received the data
in the established quality and quantity

Why
Training Data

  • Quality Assurance:
  • Enhanced Data Accuracy
  • Consistency in Labels
  • Reliable Ground Truth
  • Mitigation of Annotation Biases
  • Cost and Time Efficiency
  • Data Security and Confidentiality:
  • GDPR Compliance
  • Non-disclosure agreement
  • Data Encryption
  • Multiple data storage options
  • Access Controls and Authentication
  • Expert Team:
  • 6 years in industry
  • 35 top project managers
  • 40+ languages
  • 100+ countries
  • 250k+ assessors
  • Flexible and Scalable Solutions:
  • 24/7 availability of customer service
  • 100% post payment
  • $550 minimum check
  • Variable Workload
  • Customized Solutions
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Tell us about your project!

    Choose interested services:

    Select an option

    • Data labeling

    • Data collection

    • Datasets

    • Human Moderation

    • Other (describe below)