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Publication search results
found 141 matches
- 2024
- Dmitrii Galimzianov, Viacheslav Vyshegorodtsev:
Text-Based Detection of On-Hold Scripts in Contact Center Calls. CoRR abs/2407.09849 (2024) - 2023
- Rodrigo Andrade, Somayeh Moazeni:
Transfer rate prediction at self-service customer support platforms in insurance contact centers. Expert Syst. Appl. 212: 118701 (2023) - Ginam Kim, Sung-hoon Kim, In Joo, Gui-bae Kim, Kwan-Hee Yoo:
Center Deviation Measurement of Color Contact Lenses Based on a Deep Learning Model and Hough Circle Transform. Sensors 23(14): 6533 (2023) - Md. Tahmid Rahman Laskar, Cheng Chen, Xue-Yong Fu, Mahsa Azizi, Shashi Bhushan TN, Simon Corston-Oliver:
AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching. ACL (industry) 2023: 599-607 - Suraj Agrawal, Aashraya Sachdeva, Soumya Jain, Cijo George, Jithendra Vepa:
Cross-lingual/Cross-channel Intent Detection in Contact-Center Conversations. INTERSPEECH 2023: 5269-5270 - Digvijay Ingle, Ayush Kumar, Jithendra Vepa:
Listening To Silences In Contact Center Conversations Using Textual Cues. INTERSPEECH 2023: 2688-2692 - Varun Nathan, Devashish Deshpande, Ayush Kumar, Cijo George, Jithendra Vepa:
What questions are my customers asking?: Towards Actionable Insights from Customer Questions in Contact Center Calls. INTERSPEECH 2023: 5253-5254 - Anup Pattnaik, Tanay Narshana, Aashraya Sachdeva, Cijo George, Jithendra Vepa:
CauSE: Causal Search Engine for Understanding Contact-Center Conversations. INTERSPEECH 2023: 5259-5260 - Aashraya Sachdeva, Sai Nishanth Padala, Anup Pattnaik, Varun Nathan, Cijo George, Ayush Kumar, Jithendra Vepa:
Tailored Real-Time Call Summarization System for Contact Centers. INTERSPEECH 2023: 5261-5262 - Rishabh Kumar Tripathi, Digvijay Ingle, Ayush Kumar, Cijo George, Jithendra Vepa:
COnVoy: A Contact Center Operated Pipeline for Voice of Customer Discovery. INTERSPEECH 2023: 5255-5256 - Antonio Castellanos, Galit B. Yom-Tov, Yair Goldberg:
Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data. CoRR abs/2304.11754 (2023) - Md. Tahmid Rahman Laskar, Cheng Chen, Xue-Yong Fu, Mahsa Azizi, Shashi Bhushan TN, Simon Corston-Oliver:
AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching. CoRR abs/2305.17619 (2023) - Varun Nathan, Ayush Kumar, Digvijay Ingle, Jithendra Vepa:
Towards Probing Contact Center Large Language Models. CoRR abs/2312.15922 (2023) - 2022
- Catalina Sánchez, Sebastián Maldonado, Carla Vairetti:
Improving debt collection via contact center information: A predictive analytics framework. Decis. Support Syst. 159: 113812 (2022) - Miroslaw Plaza, Slawomir Trusz, Justyna Keczkowska, Ewa Boksa, Sebastian Sadowski, Zbigniew Koruba:
Machine Learning Algorithms for Detection and Classifications of Emotions in Contact Center Applications. Sensors 22(14): 5311 (2022) - Xue-Yong Fu, Cheng Chen, Md. Tahmid Rahman Laskar, Shayna Gardiner, Pooja Hiranandani, Shashi Bhushan TN:
Entity-level Sentiment Analysis in Contact Center Telephone Conversations. EMNLP (Industry Track) 2022: 484-491 - Digvijay Ingle, Ayush Kumar, Krishnachaitanya Gogineni, Jithendra Vepa:
Real-Time Monitoring of Silences in Contact Center Conversations. INTERSPEECH 2022: 1951-1952 - Andrea Brunello, Enrico Marzano, Angelo Montanari, Guido Sciavicco:
A combined approach to the analysis of speech conversations in a contact center domain. CoRR abs/2203.06396 (2022) - Xue-Yong Fu, Cheng Chen, Md. Tahmid Rahman Laskar, Shayna Gardiner, Pooja Hiranandani, Shashi Bhushan TN:
Entity-level Sentiment Analysis in Contact Center Telephone Conversations. CoRR abs/2210.13401 (2022) - 2021
- Miroslaw Plaza, Lukasz Pawlik:
Influence of the Contact Center Systems Development on Key Performance Indicators. IEEE Access 9: 44580-44591 (2021) - Miroslaw Plaza, Lukasz Pawlik, Stanislaw Deniziak:
Call Transcription Methodology for Contact Center Systems. IEEE Access 9: 110975-110988 (2021) - Daniel Altman, Galit B. Yom-Tov, Marcelo Olivares, Shelly Ashtar, Anat Rafaeli:
Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers. Manuf. Serv. Oper. Manag. 23(4): 854-875 (2021) - Benjamin Legros, Oualid Jouini, Ger Koole:
Should We Wait Before Outsourcing? Analysis of a Revenue-Generating Blended Contact Center. Manuf. Serv. Oper. Manag. 23(5): 1118-1138 (2021) - Teng Fu, Guido Zampieri, David Hodgson, Claudio Angione, Yifeng Zeng:
Modeling Customer Experience in a Contact Center through Process Log Mining. ACM Trans. Intell. Syst. Technol. 12(4): 48:1-48:21 (2021) - Guilherme Augusto Zagatti, See-Kiong Ng, Stéphane Bressan:
A Data Warehouse of Wi-Fi Sessions for Contact Tracing and Outbreak Investigation. Trans. Large Scale Data Knowl. Centered Syst. 48: 85-104 (2021) - Yohanna Juk, Daniel Valotto, Beatriz B. B. Lanza, Thiago Jose Tavares Avila:
An Overview of On-Site Contact Centers in Subnational Governments in Brazil. DG.O 2021: 363-375 - Krishnachaitanya Gogineni, Tarun Reddy Yadama, Jithendra Vepa:
Audio Segmentation Based Conversational Silence Detection for Contact Center Calls. Interspeech 2021: 2349-2350 - 2020
- Rodrigo Andrade, Somayeh Moazeni, Jose Emmanuel Ramirez-Marquez:
A systems perspective on contact centers and customer service reliability modeling. Syst. Eng. 23(2): 221-236 (2020) - Atsushi Ando, Ryo Masumura, Hosana Kamiyama, Satoshi Kobashikawa, Yushi Aono, Tomoki Toda:
Customer Satisfaction Estimation in Contact Center Calls Based on a Hierarchical Multi-Task Model. IEEE ACM Trans. Audio Speech Lang. Process. 28: 715-728 (2020) - Jide Ma, Mengiie Liu, Yongmei Hu, Ke Li, Na Wei:
Digit Force Control for Dexterous Manipulation: Effects of Contact Surface Stiffness and Object's Center of Mass. BIBE 2020: 709-714
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