Productivity Measurement of Call Centre Agents using a Multimodal Classification Approach

Call centre channels play a cornerstone role in business communications and transactions, especially in challenging business situations. Operations’ efficiency, service quality, and resource productivity are core aspects of call centres’ competitive advantage in rapid market competition. Performance evaluation in call centres is challenging due to human subjective evaluation, manual assortment to massive calls, and inequality in evaluations because of different raters. These challenges impact these operations' efficiency and lead to frustrated customers. This study aims to automate performance evaluation in call centres using various deep learning approaches. Calls recorded in a call centre are modelled and classified into high- or low-performance evaluations categorised as productive or nonproductive calls. The proposed conceptual model considers a deep learning network approach to model the recorded calls as text and speech. It is based on the following: 1) focus on the technical part of agent performance, 2) objective evaluation of the corpus, 3) extension of features for both text and speech, and 4) combination of the best accuracy from text and speech data using a multimodal structure. Accordingly, the diarisation algorithm extracts that part of the call where the agent is talking from which the customer is doing so. Manual annotation is also necessary to divide the modelling corpus into productive and nonproductive (supervised training). Krippendorff’s alpha was applied to avoid subjectivity in the manual annotation. Arabic speech recognition is then developed to transcribe the speech into text. The text features are the words embedded using the embedding layer. The speech features make several attempts to use the Mel Frequency Cepstral Coefficient (MFCC) upgraded with Low-Level Descriptors (LLD) to improve classification accuracy. The data modelling architectures for speech and text are based on CNNs, BiLSTMs, and the attention layer. The multimodal approach follows the generated models to improve performance accuracy by concatenating the text and speech models using the joint representation methodology. The main contributions of this thesis are: • Developing an Arabic Speech recognition method for automatic transcription of speech into text. • Drawing several DNN architectures to improve performance evaluation using speech features based on MFCC and LLD. • Developing a Max Weight Similarity (MWS) function to outperform the SoftMax function used in the attention layer. • Proposing a multimodal approach for combining the text and speech models for best performance evaluation

A Strategy for Multilingual Spoken Language Understanding Based on Graphs of Linguistic Units

[EN] In this thesis, the problem of multilingual spoken language understanding is addressed using graphs to model and combine the different knowledge sources that take part in the understanding process. As a result of this work, a full multilingual spoken language understanding system has been developed, in which statistical models and graphs of linguistic units are used. One key feature of this system is its ability to combine and process multiple inputs provided by one or more sources such as speech recognizers or machine translators. A graph-based monolingual spoken language understanding system was developed as a starting point. The input to this system is a set of sentences that is provided by one or more speech recognition systems. First, these sentences are combined by means of a grammatical inference algorithm in order to build a graph of words. Next, the graph of words is processed to construct a graph of concepts by using a dynamic programming algorithm that identifies the lexical structures that represent the different concepts of the task. Finally, the graph of concepts is used to build the best sequence of concepts. The multilingual case happens when the user speaks a language different to the one natively supported by the system. In this thesis, a test-on-source approach was followed. This means that the input sentences are translated into the system's language, and then they are processed by the monolingual system. For this purpose, two speech translation systems were developed. The output of these speech translation systems are graphs of words that are then processed by the monolingual graph-based spoken language understanding system. Both in the monolingual case and in the multilingual case, the experimental results show that a combination of several inputs allows to improve the results obtained with a single input. In fact, this approach outperforms the current state of the art in many cases when several inputs are combined.[ES] En esta tesis se aborda el problema de la comprensión multilingüe del habla utilizando grafos para modelizar y combinar las diversas fuentes de conocimiento que intervienen en el proceso. Como resultado se ha desarrollado un sistema completo de comprensión multilingüe que utiliza modelos estadísticos y grafos de unidades lingüísticas. El punto fuerte de este sistema es su capacidad para combinar y procesar múltiples entradas proporcionadas por una o varias fuentes, como reconocedores de habla o traductores automáticos. Como punto de partida se desarrolló un sistema de comprensión multilingüe basado en grafos. La entrada a este sistema es un conjunto de frases obtenido a partir de uno o varios reconocedores de habla. En primer lugar, se aplica un algoritmo de inferencia gramatical que combina estas frases y obtiene un grafo de palabras. A continuación, se analiza el grafo de palabras mediante un algoritmo de programación dinámica que identifica las estructuras léxicas correspondientes a los distintos conceptos de la tarea, de forma que se construye un grafo de conceptos. Finalmente, se procesa el grafo de conceptos para encontrar la mejo secuencia de conceptos. El caso multilingüe ocurre cuando el usuario habla una lengua distinta a la original del sistema. En este trabajo se ha utilizado una estrategia test-on-source, en la cual las frases de entrada se traducen al lenguaje del sistema y éste las trata de forma monolingüe. Para ello se han propuesto dos sistemas de traducción del habla cuya salida son grafos de palabras, los cuales son procesados por el algoritmo de comprensión basado en grafos. Tanto en la configuración monolingüe como en la multilingüe los resultados muestran que la combinación de varias entradas permite mejorar los resultados obtenidos con una sola entrada. De hecho, esta aproximación consigue en muchos casos mejores resultados que el actual estado del arte cuando se utiliza una combinación de varias entradas.[CA] Aquesta tesi tracta el problema de la comprensió multilingüe de la parla utilitzant grafs per a modelitzar i combinar les diverses fonts de coneixement que intervenen en el procés. Com a resultat s'ha desenvolupat un sistema complet de comprensió multilingüe de la parla que utilitza models estadístics i grafs d'unitats lingüístiques. El punt fort d'aquest sistema és la seua capacitat per combinar i processar múltiples entrades proporcionades per una o diverses fonts, com reconeixedors de la parla o traductors automàtics. Com a punt de partida, es va desenvolupar un sistema de comprensió monolingüe basat en grafs. L'entrada d'aquest sistema és un conjunt de frases obtingut a partir d'un o més reconeixedors de la parla. En primer lloc, s'aplica un algorisme d'inferència gramatical que combina aquestes frases i obté un graf de paraules. A continuació, s'analitza el graf de paraules mitjançant un algorisme de programació dinàmica que identifica les estructures lèxiques corresponents als distints conceptes de la tasca, de forma que es construeix un graf de conceptes. Finalment, es processa aquest graf de conceptes per trobar la millor seqüència de conceptes. El cas multilingüe ocorre quan l'usuari parla una llengua diferent a l'original del sistema. En aquest treball s'ha utilitzat una estratègia test-on-source, en la qual les frases d'entrada es tradueixen a la llengua del sistema, i aquest les tracta de forma monolingüe. Per a fer-ho es proposen dos sistemes de traducció de la parla l'eixida dels quals són grafs de paraules. Aquests grafs són posteriorment processats per l'algorisme de comprensió basat en grafs. Tant per la configuració monolingüe com per la multilingüe els resultats mostren que la combinació de diverses entrades és capaç de millorar el resultats obtinguts utilitzant una sola entrada. De fet, aquesta aproximació aconsegueix en molts casos millors resultats que l'actual estat de l'art quan s'utilitza una combinació de diverses entrades.Calvo Lance, M. (2016). A Strategy for Multilingual Spoken Language Understanding Based on Graphs of Linguistic Units [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/62407TESI