English (UK) Call Center Speech Dataset for BFSI

The audio dataset comprises call center conversations for the BFSI domain, featuring native English speakers from UK. It includes speech data, detailed metadata and accurate transcriptions.

About this Off-the-shelf Speech Dataset

Introduction

Welcome to the UK English Call Center Speech Dataset for the BFSI domain designed to enhance the development of call center speech recognition models specifically for the BFSI industry. This dataset is meticulously curated to support advanced speech recognition, natural language processing, conversational AI, and generative voice AI algorithms.

Speech Data

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

•Participant Diversity:

•

Speakers: 60 People expert native UK English speakers from the FutureBeeAI Community.

•

Regions: Different regions of United Kingdom, ensuring a balanced representation of UK accents, dialects, and demographics.

•

Participant Profile: Participants range from 18 to 70 years old, representing both males and females in a 60:40 ratio, respectively.

•Recording Details:

•

Conversation Nature: Unscripted and spontaneous conversations between call center agents and customers.

•

Call Duration: Average duration of 5 to 15 minutes per call.

•

Formats: WAV format with stereo channels, a bit depth of 16 bits, and a sample rate of 8 and 16 kHz.

•

Environment: Without background noise and without echo.

Topic Diversity

This dataset offers a diverse range of conversation topics, call types, and outcomes, including both inbound and outbound calls with positive, neutral, and negative outcomes.

•Inbound Calls:

•Debit Card Block Request

•Home Loan Enquiry

•Transaction Disputes

•Credit Card Billing Dispute

•Account Closure Procedures

•Claim Procedures

•Premium Payments

•Policy Comparison

•Policy Cancellation or Lapse

•Insurance Renewal Options

•Retirement Planning

•Investment Risk Assessment Questionnaires

•Tax-efficient Investment Strategies

•Investment Performance Enquiry, and many more

•Outbound Calls:

•Credit Card Offers

•Loan Offers

•Loyalty Program Benefits

•Customer Satisfaction Surveys

•EMI Reminder Call

•Policy Upgrade Offers

•Claim Status Updates

•Policyholder Loyalty Benefits

•Insurance Policyholder Surveys

•Term Life Insurance Offer

•Investment Opportunities

•Retirement Savings Review, and many more

This extensive coverage ensures the dataset includes realistic call center scenarios, which is essential for developing effective customer support speech recognition models.

Transcription

To facilitate your workflow, the dataset includes manual verbatim transcriptions of each call center audio file in JSON format. These transcriptions feature:

•

Speaker-wise Segmentation: Time-coded segments for both agents and customers.

•

Non-Speech Labels: Tags and labels for non-speech elements.

•

Word Error Rate: Word error rate is less than 5% thanks to the dual layer of QA.

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

Metadata

The dataset provides comprehensive metadata for each conversation and participant:

•

Participant Metadata: Unique identifier, age, gender, country, state, district, accent and dialect.

•

Conversation Metadata: Domain, topic, call type, outcome/sentiment, bit depth, and sample rate.

This metadata is a powerful tool for understanding and characterizing the data, enabling informed decision-making in the development of UK English call center speech recognition models.

Usage and Applications

This dataset can be used for various applications in the fields of speech recognition, natural language processing, and conversational AI, specifically tailored to the BFSI domain. Potential use cases include:

•

Speech Recognition Models: Training and fine-tuning speech recognition models for UK English.

•

Speech Analytics Models: Building speech analytics models to extract insights, identify patterns, and glean valuable information from customer conversation, enables data-driven decision-making and process optimization within the BFSI sector.

•

Smart Assistants and Chatbots: Developing conversational agents and virtual assistants for customer service in the BFSI industries.

•

Sentiment Analysis: Analyzing customer sentiment and improving customer experience based on call center interactions.

•

Generative AI: Training generative AI models capable of generating human-like responses, summaries, or content tailored to the BFSI domain.

Secure and Ethical Collection

•Our proprietary data collection and transcription platform, “Yugo” was used throughout the process of this dataset creation.

•Throughout the data collection process, the data remained within our secure platform and did not leave our environment, ensuring data security and confidentiality.

•The data collection process adhered to strict ethical guidelines, ensuring the privacy and consent of all participants.

•It does not include any personally identifiable information about any participant, which makes the dataset safe to use.

•The dataset does not contain any copyrighted content.

Updates and Customization

Understanding the importance of diverse environments for robust ASR models, our call center voice dataset is regularly updated with new audio data captured in various real-world conditions.

•Customization & Custom Collection Options:

•

Environmental Conditions: Custom collection in specific environmental conditions upon request.

•

Sample Rates: Customizable from 8kHz to 48kHz.

•

Transcription Customization: Tailored to specific guidelines and requirements.

License

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

Use Cases

Call Center Conversational AI

Use of speech data for Automatic Speech Recognition

ASR

Chatbot

Language Modelling

TTS

Speech Analytics

Dataset Sample(s)

00:00

ATTRIBUTES

TRANSCRIPTION

LABEL	START	END	CHANNEL	TRANSCRIPT

Speech	0.250	1.577	74403704	Hello Future Bee.
Noise	2.173	2.270	-	-
Speech	2.577	3.992	81490579	Hello[noise] Future Bee.
Speech	6.764	13.567	81490579	Hello,[noise] I've just received my bank statement today and there seems to be a transaction on there that I don't recognize.
Speech	15.557	23.498	74403704	Hello, good morning. #Amm I'm sorry to hear about the unknown transaction on your statement. I I'll be glad to assist you with this.
Speech	24.251	29.469	74403704	To begin with, could you please provide me with some details about the transaction in question? [noise]
Speech	30.931	37.365	81490579	Yeah, of course. #Ah So on my statement, it's got the normal payments and everything that I've made,
Speech	37.871	40.060	81490579	but there's a charge for hundred dollars.[noise]
Speech	40.561	44.243	81490579	from a company that's called XYZ <initial>LTD</initial>
Speech	44.701	51.932	81490579	And I've got no recollection of making any purchase from them. To be honest, I've never even heard of this company, so I'm a bit concerned.
Speech	53.154	57.643	74403704	[noise]Thank you for letting me know, Madam. #Amm [noise]I understand your concern.
Speech	58.313	60.526	74403704	Let me investigate this for you. [noise]
Speech	61.060	66.019	74403704	#Ah May I have your account number, please so I can access your account details? [noise]
Speech	67.298	69.980	81490579	Yeah, sure. My account number is [noise] sorry, both me. [noise]
Speech	70.602	71.441	81490579	get my card.[noise]
Speech	76.293	78.700	81490579	All right. And yeah, my account number is[noise]
Noise	77.177	77.328	-	-
Speech	79.215	80.798	81490579	<PII>nine eight</PII>. [noise]
Speech	81.557	81.918	74403704	Yeah.
Speech	82.042	82.623	81490579	(())
Speech	84.034	85.352	81490579	<PII>six five</PII>[noise]
Speech	84.530	84.870	74403704	yeah,
Speech	87.010	87.382	74403704	yeah,
Speech	87.751	88.131	81490579	<PII>four</PII>[noise]
Speech	88.727	89.933	81490579	<PII>three two one</PII>[noise]
Speech	91.087	101.507	74403704	<PII>four three two one</PII>. [noise] Thank you, madam, for providing your account number. #Amm I can see the transaction that you're referring to from XYZ Limited.
Speech	102.102	116.030	74403704	Let me check their details and see if we have any additional information about this charge. [noise]It could be that you've made a purchase from someone but their account name is something different than what you would expect to see.
Speech	116.712	121.971	74403704	And so just I'm just gonna to put you on hold for#Amm a short while. Is that okay?
Speech	125.382	126.718	81490579	Yeah, sure. [noise]No problem.
Speech	126.015	127.674	74403704	Okay, just bear with me. Thank you. [noise]
Speech	146.984	160.491	74403704	Hello, #Ah thank you for waiting madam. #Amm After looking to the transaction it appears that XYZ Limited is a legitimate merchant associated with an online retail platform.
Speech	161.056	165.580	74403704	#Ah Have you or anyone you know recently made a purchase from this company?
Speech	168.758	177.889	81490579	Well no, I haven't made any purchases from XYZ Limited or any any other online retail platforms recently.[noise] I'm trying to be a bit careful with what I'm spending my money on.
Speech	178.526	182.312	81490579	And this charge is completely unknown to me. I have no idea. [noise]
Speech	183.086	184.300	81490579	It's a bit worrying really.[noise]
Speech	185.084	198.741	74403704	#Ah I see. I apologies for the confusion, madam. #Ah It seems there may have been an error or potentially fraudulent transaction. In such cases, we always recommend contacting the merchant directly[noise]
Noise	185.651	185.764	-	-
Speech	194.806	195.544	81490579	Hm-Mm
Speech	199.014	213.072	74403704	first to enquire about the charge, [noise] as it could be a mistake that can be resolved quickly. #Amm Would you like me to provide you with XYZ Limited's contact information so that you can contact them directly yourself? [noise]
Speech	214.793	220.020	81490579	Oh yes, please. I'd appreciate it if you could provide me with their details. Thanks very much. [noise]
Speech	221.324	233.859	74403704	No problem. I completely understand, madam. #Amm The contact number for XYZ Limited is, #Ah just bear with me a moment, it's <PII>one two three</PII>.
Speech	234.727	236.955	81490579	(()) Can I just grab a pen? (())
Speech	236.032	236.538	74403704	Sure. [noise]
Speech	241.305	242.538	81490579	Okay, yeah, I'm ready.
Speech	242.854	244.002	74403704	<PII>One two three</PII> [noise]
Speech	244.526	245.919	74403704	[noise] <PII>four five six</PII>
Noise	246.103	246.235	-	-
Speech	246.596	248.596	74403704	<PII>seven eight nine zero</PII>.
Speech	247.955	248.276	81490579	Yeah, [noise]
Speech	249.382	249.758	74403704	#Amm
Speech	251.185	252.282	81490579	Can I just read [noise]yeah,
Speech	251.627	252.151	74403704	Yeah.[noise]
Speech	252.937	253.817	81490579	<PII>One two three</PII> [noise]
Speech	254.312	254.692	74403704	Yeah.
Speech	254.395	257.939	81490579	<PII>four five six [noise] seven eight nine zero</PII>.[noise]
Speech	256.370	256.737	74403704	Yeah.
Speech	258.797	268.913	74403704	That's correct, madam. #Amm I'd also recommend sending them an email to their customer support address. #Ah I'll give you that address now. It's customer service,
Speech	260.187	260.843	81490579	(())
Speech	265.978	266.526	81490579	(())
Speech	270.557	271.463	74403704	all one word, [noise]
Speech	273.107	273.838	81490579	#Hmm Wow,
Speech	274.528	275.716	81490579	Yeah, that ways
Speech	275.778	280.781	74403704	at XYZ Limited. XYZ <initial>LTD</initial> Sorry.
Speech	283.312	285.247	81490579	XYZ <initial>LTD</initial> Yeah,
Speech	284.963	286.134	74403704	yeah, dot com. [noise]
Noise	286.959	287.103	-	-
Noise	287.697	287.821	-	-
Speech	287.875	293.692	74403704	I mean just explain the situation to them and request some clarification regarding the transaction. [noise]
Noise	288.346	288.709	-	-
Speech	295.824	307.809	81490579	That's great, thanks very much for helping me. I'm going to get in contact with them right away and enquire about the charge. And In the meantime, is there anything I should do from the bank's side to resolve this matter because I'm hundred dollars down now?
Speech	308.831	321.526	74403704	Yes, #Amm it would be advisable for you to keep a record of your communication with XYZ Limited, #Amm including any phone calls or emails exchanged. If you are unable to resolve the issue directly with them,
Speech	321.737	330.785	74403704	please do contact us again with the details of your conversation [noise] and we will assist you further in resolving the dispute and potentially reversing the charge.
Speech	332.401	338.425	81490579	Oh, that's great, thank you. I'm gonna to make sure I keep a detailed record of all my communication with XYZ Limited. [noise]
Speech	339.451	346.560	81490579	And if I need to reach out to the bank again, should I refer to this conversation or provide any additional information when I call back?
Speech	347.704	361.475	74403704	Yes, please reference this conversation and also provide any documentation or evidence you have such as emails, receipts or any proof that supports your claim. #Amm These will help us in further assisting you and resolving the issue promptly.
Speech	363.060	372.052	81490579	All right, that sounds reasonable. Thank you so much for your [noise]assistance and guidance in this matter. I'm gonna to contact this company and then get back to you if I need any further action to be taken.
Speech	373.552	382.843	74403704	Excellent. You are more than welcome, madam. I'm here to help. Please don't hesitate to contact us again if you need any further assistance or if there's anything else we can do to assist you. [noise]
Speech	385.285	388.016	81490579	Thank you. I appreciate your help. Have a great day as well. Bye.
Speech	387.855	388.533	74403704	Thank you. Bye, bye.

TIME

TRANSCRIPT

0.250 - 1.577

Hello Future Bee.

2.173 - 2.270

2.577 - 3.992

Hello[noise] Future Bee.

6.764 - 13.567

Hello,[noise] I've just received my bank statement today and there seems to be a transaction on there that I don't recognize.

15.557 - 23.498

Hello, good morning. #Amm I'm sorry to hear about the unknown transaction on your statement. I I'll be glad to assist you with this.

24.251 - 29.469

To begin with, could you please provide me with some details about the transaction in question? [noise]

30.931 - 37.365

Yeah, of course. #Ah So on my statement, it's got the normal payments and everything that I've made,

37.871 - 40.060

but there's a charge for hundred dollars.[noise]

40.561 - 44.243

from a company that's called XYZ <initial>LTD</initial>

44.701 - 51.932

And I've got no recollection of making any purchase from them. To be honest, I've never even heard of this company, so I'm a bit concerned.

53.154 - 57.643

[noise]Thank you for letting me know, Madam. #Amm [noise]I understand your concern.

58.313 - 60.526

Let me investigate this for you. [noise]

61.060 - 66.019

#Ah May I have your account number, please so I can access your account details? [noise]

67.298 - 69.980

Yeah, sure. My account number is [noise] sorry, both me. [noise]

70.602 - 71.441

get my card.[noise]

76.293 - 78.700

All right. And yeah, my account number is[noise]

77.177 - 77.328

79.215 - 80.798

<PII>nine eight</PII>. [noise]

81.557 - 81.918

Yeah.

82.042 - 82.623

(())

84.034 - 85.352

<PII>six five</PII>[noise]

84.530 - 84.870

yeah,

87.010 - 87.382

yeah,

87.751 - 88.131

<PII>four</PII>[noise]

88.727 - 89.933

<PII>three two one</PII>[noise]

91.087 - 101.507

<PII>four three two one</PII>. [noise] Thank you, madam, for providing your account number. #Amm I can see the transaction that you're referring to from XYZ Limited.

102.102 - 116.030

Let me check their details and see if we have any additional information about this charge. [noise]It could be that you've made a purchase from someone but their account name is something different than what you would expect to see.

116.712 - 121.971

And so just I'm just gonna to put you on hold for#Amm a short while. Is that okay?

125.382 - 126.718

Yeah, sure. [noise]No problem.

126.015 - 127.674

Okay, just bear with me. Thank you. [noise]

146.984 - 160.491

Hello, #Ah thank you for waiting madam. #Amm After looking to the transaction it appears that XYZ Limited is a legitimate merchant associated with an online retail platform.

161.056 - 165.580

#Ah Have you or anyone you know recently made a purchase from this company?

168.758 - 177.889

Well no, I haven't made any purchases from XYZ Limited or any any other online retail platforms recently.[noise] I'm trying to be a bit careful with what I'm spending my money on.

178.526 - 182.312

And this charge is completely unknown to me. I have no idea. [noise]

183.086 - 184.300

It's a bit worrying really.[noise]

185.084 - 198.741

#Ah I see. I apologies for the confusion, madam. #Ah It seems there may have been an error or potentially fraudulent transaction. In such cases, we always recommend contacting the merchant directly[noise]

185.651 - 185.764

194.806 - 195.544

Hm-Mm

199.014 - 213.072

first to enquire about the charge, [noise] as it could be a mistake that can be resolved quickly. #Amm Would you like me to provide you with XYZ Limited's contact information so that you can contact them directly yourself? [noise]

214.793 - 220.020

Oh yes, please. I'd appreciate it if you could provide me with their details. Thanks very much. [noise]

221.324 - 233.859

No problem. I completely understand, madam. #Amm The contact number for XYZ Limited is, #Ah just bear with me a moment, it's <PII>one two three</PII>.

234.727 - 236.955

(()) Can I just grab a pen? (())

236.032 - 236.538

Sure. [noise]

241.305 - 242.538

Okay, yeah, I'm ready.

242.854 - 244.002

<PII>One two three</PII> [noise]

244.526 - 245.919

[noise] <PII>four five six</PII>

246.103 - 246.235

246.596 - 248.596

<PII>seven eight nine zero</PII>.

247.955 - 248.276

Yeah, [noise]

249.382 - 249.758

#Amm

251.185 - 252.282

Can I just read [noise]yeah,

251.627 - 252.151

Yeah.[noise]

252.937 - 253.817

<PII>One two three</PII> [noise]

254.312 - 254.692

Yeah.

254.395 - 257.939

<PII>four five six [noise] seven eight nine zero</PII>.[noise]

256.370 - 256.737

Yeah.

258.797 - 268.913

That's correct, madam. #Amm I'd also recommend sending them an email to their customer support address. #Ah I'll give you that address now. It's customer service,

260.187 - 260.843

(())

265.978 - 266.526

(())

270.557 - 271.463

all one word, [noise]

273.107 - 273.838

#Hmm Wow,

274.528 - 275.716

Yeah, that ways

275.778 - 280.781

at XYZ Limited. XYZ <initial>LTD</initial> Sorry.

283.312 - 285.247

XYZ <initial>LTD</initial> Yeah,

284.963 - 286.134

yeah, dot com. [noise]

286.959 - 287.103

287.697 - 287.821

287.875 - 293.692

I mean just explain the situation to them and request some clarification regarding the transaction. [noise]

288.346 - 288.709

295.824 - 307.809

That's great, thanks very much for helping me. I'm going to get in contact with them right away and enquire about the charge. And In the meantime, is there anything I should do from the bank's side to resolve this matter because I'm hundred dollars down now?

308.831 - 321.526

Yes, #Amm it would be advisable for you to keep a record of your communication with XYZ Limited, #Amm including any phone calls or emails exchanged. If you are unable to resolve the issue directly with them,

321.737 - 330.785

please do contact us again with the details of your conversation [noise] and we will assist you further in resolving the dispute and potentially reversing the charge.

332.401 - 338.425

Oh, that's great, thank you. I'm gonna to make sure I keep a detailed record of all my communication with XYZ Limited. [noise]

339.451 - 346.560

And if I need to reach out to the bank again, should I refer to this conversation or provide any additional information when I call back?

347.704 - 361.475

Yes, please reference this conversation and also provide any documentation or evidence you have such as emails, receipts or any proof that supports your claim. #Amm These will help us in further assisting you and resolving the issue promptly.

363.060 - 372.052

All right, that sounds reasonable. Thank you so much for your [noise]assistance and guidance in this matter. I'm gonna to contact this company and then get back to you if I need any further action to be taken.

373.552 - 382.843

Excellent. You are more than welcome, madam. I'm here to help. Please don't hesitate to contact us again if you need any further assistance or if there's anything else we can do to assist you. [noise]

385.285 - 388.016

Thank you. I appreciate your help. Have a great day as well. Bye.

387.855 - 388.533

Thank you. Bye, bye.

Dataset Details

Language

English

Language code

en-gb

Country

Accents

English - East and Central Midlands, English - East Anglia ...moreEnglish - Geordie, English - Hampshire/Wiltshire, English - London and Greater London/Surrey, English - Mancunian, English - Scouse/Northwestern, English - Southwestern,

Gender Distribution

M:60, F:40

Age Group

18-70