contact center

Scalable and Cost Effective High-Cardinality Classification with LLMs via Multi-View Label Representations and Retrieval Augmentation EMNLP 2025 STREAQ: Selective Tiered Routing for Effective and Affordable Contact Center Quality Assurance EMNLP 2025 Detection of background agents speech in contact centers Interspeech 2024 Probing the Depths of Language Models’ Contact-Center Knowledge for Quality Assurance EMNLP 2024 AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching ACL 2023 Automatic Dialog Flow Extraction and Guidance EACL 2023 Cross-lingual/Cross-channel Intent Detection in Contact-Center Conversations Interspeech 2023 Listening To Silences In Contact Center Conversations Using Textual Cues Interspeech 2023 Tailored Real-Time Call Summarization System for Contact Centers Interspeech 2023 What questions are my customers asking?: Towards Actionable Insights from Customer Questions in Contact Center Calls Interspeech 2023 Entity-level Sentiment Analysis in Contact Center Telephone Conversations EMNLP 2022 Real-Time Monitoring of Silences in Contact Center Conversations Interspeech 2022 “Are you calling for the vaporizer you ordered?” Combining Search and Prediction to Identify Orders in Contact Centers ACL 2021 ClovaCall: Korean Goal-Oriented Dialog Speech Corpus for Automatic Speech Recognition of Contact Centers Interspeech 2020