Proceedings of the 4th International Conference on Mechatronics, Materials, Chemistry and Computer Engineering 2015

The Application of Intelligent Voice Analysis Technology in the Customer Call Center of Telecom Operators

Authors
Kai Zhang, Jin He, Jinzhou Yang, Xiao Zhang, Zhijun Wang
Corresponding Author
Kai Zhang
Available Online December 2015.
DOI
10.2991/icmmcce-15.2015.350How to use a DOI?
Keywords
Intelligent voice recognition; Telecom operators; Customer service center; Cloud computing
Abstract

Call center is one of the most important means for telecom operators to provide after-sales service for customers. Every day, call center can produce a large number of voice data. But these data do not bring significant value to the enterprise. Recent years, the development of intelligent voice technology has brought a turning point for the operator call center. By using the intelligent voice technology, telecom operators can analyze user behavior characteristics. And then they can develop a behavioral warning, precision marketing and other business strategies. In this article, we introduce the key technologies of intelligent voice technology which could be used in call center. And base on the cloud computing technology, we point out the overall architecture and working mechanism of the intelligent voice analysis system. The new system architecture will bring great value to telecom operators.

Copyright
© 2015, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 4th International Conference on Mechatronics, Materials, Chemistry and Computer Engineering 2015
Series
Advances in Computer Science Research
Publication Date
December 2015
ISBN
10.2991/icmmcce-15.2015.350
ISSN
2352-538X
DOI
10.2991/icmmcce-15.2015.350How to use a DOI?
Copyright
© 2015, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Kai Zhang
AU  - Jin He
AU  - Jinzhou Yang
AU  - Xiao Zhang
AU  - Zhijun Wang
PY  - 2015/12
DA  - 2015/12
TI  - The Application of Intelligent Voice Analysis Technology in the Customer Call Center of Telecom Operators
BT  - Proceedings of the 4th International Conference on Mechatronics, Materials, Chemistry and Computer Engineering 2015
PB  - Atlantis Press
SN  - 2352-538X
UR  - https://doi.org/10.2991/icmmcce-15.2015.350
DO  - 10.2991/icmmcce-15.2015.350
ID  - Zhang2015/12
ER  -