English (UK) Call Center Speech Dataset for BFSI

The audio dataset includes call center conversations in BFSI, featuring native English speakers from UK, with detailed metadata and accurate transcriptions.

Category

Unscripted Call Center Conversations

Total Volume

30 Speech Hours

Last updated

July 2023

Number of participants

60

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About this Off-the-shelf Speech Dataset

About Gradiet Line

What’s Included

Welcome to the English Language Call Center Speech Dataset for the BFSI domain. It is a specialized and comprehensive collection of voice data designed to enhance the development of call center speech recognition models specifically for the BFSI industry.


With high-quality call center audio recordings, detailed metadata, and accurate transcriptions, it empowers researchers and developers to enhance natural language processing, conversational AI, and generative voice AI algorithms in the BFSI domain. Moreover, it facilitates the creation of sophisticated voice assistants and voice bots tailored to the unique linguistic nuances found in the English language spoken in United Kingdom.


Speech Data:

This training dataset comprises 30 hours of call center audio recordings covering various topics and scenarios related to the BFSI domain, to build robust and accurate customer service speech technology.


To curate realistic call center interactions, we collaborated with a diverse network of 60 expert native English speakers from different states/provinces of United Kingdom. This collaborative effort ensures a balanced representation of British accents, dialects, and demographics, promoting inclusivity and reducing biases in the dataset.


Each audio recording captures the essence of unscripted and spontaneous conversations between call center agents and customers, with an average duration ranging from 5 to 15 minutes per call. The dataset includes both inbound and outbound calls, covering scenarios such as inquiries, promotional offers, complaints, technical support, and more. Additionally, the dataset contains call center conversations with both positive and negative outcomes, providing a diverse and realistic dataset.


The speech data is available in WAV format with stereo channels, a bit depth of 16 bits, and a sample rate of 8 kHz, ensuring high-quality audio for accurate analysis. The recording environment is generally quiet, without background noise and echo.


Metadata:

In addition to the audio recordings, our dataset provides comprehensive metadata for each participant. This includes the participant’s age, gender, country, state, and dialect. Additionally, it includes metadata like domain, topic, call type, outcome, bit depth, and sample rate for each conversation.


The metadata serves as a powerful tool for understanding and characterizing the data, enabling informed decision-making in the development of English language call center speech recognition models for the BFSI domain.


Transcription:

To facilitate your workflow, the dataset includes manual verbatim transcriptions of each call center audio file in JSON format. The transcriptions capture speaker-wise transcription with time-coded segmentation along with non-speech labels and tags, covering both the agent and customer conversations.


These ready-to-use transcriptions accelerate the development of BFSI call center conversational AI and ASR models for the English language.


Updates and Customization:

We understand the importance of collecting data in various environments to build robust ASR models. Therefore, our call center voice dataset is regularly updated with new audio data captured in diverse real-world conditions.


If you require a custom training dataset with specific environmental conditions, we can accommodate your request. We can provide voice data with customized sample rates ranging from 8kHz to 48kHz, allowing you to fine-tune your models for different audio recording setups. Additionally, we can also customize the transcription following your specific guidelines and requirements, to further support your ASR development process.


License:

This BFSI call center audio dataset is created by FutureBeeAI and is available for commercial use!


Conclusion:

Whether you are training or fine-tuning speech recognition models, advancing NLP algorithms, or building state-of-the-art voice assistants to improve customer experiences in the BFSI sector, our dataset serves as a trusted resource to meet your goals


Use Cases

Use of speech data for Automatic Speech Recognition

ASR

Use of speech data in Conversational AI

Conversational AI

Use of speech data for Chatbot & voicebot creation

Chatbot

Use of speech data in Language Modeling

Language Modelling

Use of speech data in Text-into-speech

TTS

Speech data usecase in Speech Analytics

Speech Analytics

Dataset Sample(s)

Sample Line

ATTRIBUTES

Channel 1Channel 2Format
Male(23)Male(22)wav, json

TRANSCRIPTION

LABELSTARTENDCHANNELTRANSCRIPT
Noise0.0223.601--
Speech3.8754.370Speaker 1Hello,
Speech5.1107.828Speaker 1Hello. [filler] Am I speaking to Santander Bank? [noise]
Speech8.47110.951Speaker 1Yes, this is Santander Bank. How are you today, my friend?
Speech11.40023.550Speaker 1I'm good. I am <PII>Tim Thornhill</PII>. I'm contacting you because I am [noise] I want to switch banks. I'm currently with them, Starling Bank, which is sort of this new up and coming bank. And I was wondering,
Noise23.71623.844--
Speech23.96027.417Speaker 1 [filler] what are your current account offers [filler] at Santander?
Noise25.92026.536--
Speech27.93732.017Speaker 1 [filler] And yeah, just one thing to know what you guys can offer for your current accounts.
Speech32.58536.368Speaker 1Great, <PII>Mr. Tim</PII>. Thank you very much [noise] for the call. [filler] Well,
Speech37.04551.265Speaker 1You know we offer a variety of products, different price ranges, you know applied for different products and different types of consumers. But before we get into you know bureaucratic stuff, [filler] if you mind, just wanted to [noise] know a little bit more about yourself and
Noise51.27451.542--
Speech51.51563.051Speaker 1you know what you do for a living, you know what demographic you're in, just so I can guide you here towards what is the best you know [filler] solution for you.
Speech61.58170.447Speaker 1Of course, yeah yeah yeah of course yeah [filler] So just the [filler] obviously not background, but what I'm up to. So I'm currently a tech analyst for <initial>IBM</initial>
Noise70.78370.933--
Speech70.93384.016Speaker 1I was [filler] previously working at, if you remember, [filler] the Internet Explorer. So for Microsoft, many years ago, as a browser analyst, but recently in [filler] in twenty seventeens, so now six years ago,
Noise73.68374.066--
Noise79.57279.897--
Speech84.54899.010Speaker 1[noise] I moved to [filler] this new role as a tech analyst at <initial>IBM</initial> And I've been based in the London office since they moved obviously from San Francisco to the main headquarters now in London. And that's what I'm doing. Obviously, salary and pay slips can be provided
Noise90.08790.269--
Speech99.016102.977Speaker 1upon upon request with with no issue for myself and my employers.
Noise99.41899.694--
Noise100.906101.087--
Noise102.986103.396--
Speech103.783109.796Speaker 1And other than that, living in London and just a quick background check for you there.
Speech109.596123.138Speaker 1Sounds good. <PII>Mr. Tim</PII>. Thanks very much for the quick insight. So [filler] let me give you [noise] a quick [filler] overview of you know Santa in there and our current account options. So the current account is the most, let's say, basic level
Noise112.421112.587--
Noise123.131123.462--
Speech123.426136.347Speaker 1accounts that we have here. I'd be happy to introduce you to other accounts as well. But essentially, it is a place where you can keep your money, right? And given, as you probably know, the macroeconomic conditions you know expansionary monetary policy
Noise133.800134.044--
Noise136.002136.104--
Noise136.365136.669--
Speech136.627149.520Speaker 1 [filler] rates are quite high at the moment. And we are proud to announce that, you know, all our current accounts will be earning what we call a five percent [noise] <initial>AER</initial> on Roundup.
Noise149.544149.967--
Speech150.020158.645Speaker 1Now, you by me thinking, <PII>Mr. Tim</PII>, that sounds very complicated. Well, I'll guarantee you it's not that bad. So what happens here? Every payment that you
Noise153.616153.991--
Noise155.026155.257--
Speech159.842163.543Speaker 1 do, the value at the end gets rounded to the closest digit.
Noise163.649163.948--
Speech163.983167.520Speaker 1 For example, you buy a sausage roll from Griggs.
Speech167.991169.514Speaker 1 You like sausage rolls, <PII>Mr. Tim</PII>?
Noise168.002168.316--
Speech169.800172.536Speaker 1Yes, of course. Yeah, [laugh] I do indeed.
Noise172.519172.686--
Speech173.205173.550Speaker 1Griggs.
Noise173.560174.019--
Speech174.044176.697Speaker 1 so you buy a sausage roll for a pound of fifty, right?
Noise176.699177.324--
Speech177.342179.472Speaker 1The bank would debit

TRANSCRIPTION

TIMETRANSCRIPT
0.022
3.601
-
3.875
4.370
Hello,
5.110
7.828
Hello. [filler] Am I speaking to Santander Bank? [noise]
8.471
10.951
Yes, this is Santander Bank. How are you today, my friend?
11.400
23.550
I'm good. I am <PII>Tim Thornhill</PII>. I'm contacting you because I am [noise] I want to switch banks. I'm currently with them, Starling Bank, which is sort of this new up and coming bank. And I was wondering,
23.716
23.844
-
23.960
27.417
[filler] what are your current account offers [filler] at Santander?
25.920
26.536
-
27.937
32.017
[filler] And yeah, just one thing to know what you guys can offer for your current accounts.
32.585
36.368
Great, <PII>Mr. Tim</PII>. Thank you very much [noise] for the call. [filler] Well,
37.045
51.265
You know we offer a variety of products, different price ranges, you know applied for different products and different types of consumers. But before we get into you know bureaucratic stuff, [filler] if you mind, just wanted to [noise] know a little bit more about yourself and
51.274
51.542
-
51.515
63.051
you know what you do for a living, you know what demographic you're in, just so I can guide you here towards what is the best you know [filler] solution for you.
61.581
70.447
Of course, yeah yeah yeah of course yeah [filler] So just the [filler] obviously not background, but what I'm up to. So I'm currently a tech analyst for <initial>IBM</initial>
70.783
70.933
-
70.933
84.016
I was [filler] previously working at, if you remember, [filler] the Internet Explorer. So for Microsoft, many years ago, as a browser analyst, but recently in [filler] in twenty seventeens, so now six years ago,
73.683
74.066
-
79.572
79.897
-
84.548
99.010
[noise] I moved to [filler] this new role as a tech analyst at <initial>IBM</initial> And I've been based in the London office since they moved obviously from San Francisco to the main headquarters now in London. And that's what I'm doing. Obviously, salary and pay slips can be provided
90.087
90.269
-
99.016
102.977
upon upon request with with no issue for myself and my employers.
99.418
99.694
-
100.906
101.087
-
102.986
103.396
-
103.783
109.796
And other than that, living in London and just a quick background check for you there.
109.596
123.138
Sounds good. <PII>Mr. Tim</PII>. Thanks very much for the quick insight. So [filler] let me give you [noise] a quick [filler] overview of you know Santa in there and our current account options. So the current account is the most, let's say, basic level
112.421
112.587
-
123.131
123.462
-
123.426
136.347
accounts that we have here. I'd be happy to introduce you to other accounts as well. But essentially, it is a place where you can keep your money, right? And given, as you probably know, the macroeconomic conditions you know expansionary monetary policy
133.800
134.044
-
136.002
136.104
-
136.365
136.669
-
136.627
149.520
[filler] rates are quite high at the moment. And we are proud to announce that, you know, all our current accounts will be earning what we call a five percent [noise] <initial>AER</initial> on Roundup.
149.544
149.967
-
150.020
158.645
Now, you by me thinking, <PII>Mr. Tim</PII>, that sounds very complicated. Well, I'll guarantee you it's not that bad. So what happens here? Every payment that you
153.616
153.991
-
155.026
155.257
-
159.842
163.543
do, the value at the end gets rounded to the closest digit.
163.649
163.948
-
163.983
167.520
For example, you buy a sausage roll from Griggs.
167.991
169.514
You like sausage rolls, <PII>Mr. Tim</PII>?
168.002
168.316
-
169.800
172.536
Yes, of course. Yeah, [laugh] I do indeed.
172.519
172.686
-
173.205
173.550
Griggs.
173.560
174.019
-
174.044
176.697
so you buy a sausage roll for a pound of fifty, right?
176.699
177.324
-
177.342
179.472
The bank would debit

Dataset Demographics

Details Headline

Language

English

Language code

en-gb

Country

UK

Accents

English - East and C,...more

Gender Distribution

M:55, F:45

Age Group

18-70

Audio File Details

Details Headline

Environment

Silent, Noisy

Bit Depth

16 bit

Format

wav

Sample rate

8khz

Channel

Dual separate channel

Audio file duration

5-15 minutes

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