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

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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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  -