English (US) Call Center Speech Dataset for BFSI

The audio dataset includes call center conversations in BFSI, featuring native English speakers from US, 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

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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 States.


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 States. This collaborative effort ensures a balanced representation of US 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(29)Female(24)wav, json

TRANSCRIPTION

LABELSTARTENDCHANNELTRANSCRIPT
Speech0.3241.149Speaker 1Hello Futurebee.
Speech2.8233.774Speaker 2Hello Futurebee.
Speech6.52410.448Speaker 1Hi, my name is <PII>John Adams</PII> and you have reached Futurebee financing. How are you?
Speech12.87414.285Speaker 2Hi, I am good. My name is
Speech14.71116.574Speaker 2<PII>Cour~ Courtney.</PII>
Speech17.69922.199Speaker 1<PII>Courtney</PII> Okay, it is good to meet you, <PII>Courtney</PII>. #Ah how can we help you today?
Speech24.84933.917Speaker 2Well, I just inherited a very large sum of money from my aunt who has died.
Speech34.51735.773Speaker 2She was a very good person.
Speech36.14836.989Speaker 2But anyway
Speech37.58946.680Speaker 2#Ah I just inherited the money from her and so I am looking for a financial advisor because I have never had this much money in my bank account
Speech47.33049.121Speaker 2and I do not really know what to do with it.
Speech50.72263.149Speaker 1 I will tell what, you are already a step ahead of most people win or inherit money, most of the time the first thing they want to do is spend it on something big and buy gifts for people they like.
Speech63.59770.171Speaker 1#Ah but more often than not there are fees they do not realize that come with that sort of money.
Speech70.32274.224Speaker 1#Ah they have told me after few questions find out #Ah what kind of
Speech74.89984.233Speaker 1what kind of inheritance it was, #Ah what form it maintained. They might give you some ideas how you (()).
Speech87.59689.022Speaker 2Okay sounds good. I am ready.
Speech88.83895.132Speaker 1Okay. So the first thing I want to ask is, is this (()) in the form of cash or is this an item?
Speech97.971105.748Speaker 2#Ah it is, I guess it would be considered cash like I think like it includes some bond as well. I do not really know that counts as cash.
Speech107.173114.072Speaker 1Okay. A lot of, a lot of people have (()) understanding bond, not a common thing people already know about but that is fine, fine.
Speech114.947118.873Speaker 1Good to know #Ah and then was it
Speech119.498126.947Speaker 1gifted to you whether any clauses on the #Ah on the bill perhaps (()) you needed to send that?
Speech129.323137.765Speaker 2#Ah it did say that I could have spend it all like at one time like I am only allowed to spend so much
Speech138.215139.573Speaker 2per year.
Speech140.923150.145Speaker 2#Ah until it you know possibly runs out but I guess that is what I am avoiding is I want to make sure like, like make the money, make money. Right?
Speech151.546153.885Speaker 1Yeah. Yeah that is, that is very wise. That makes sense.
Speech154.235161.019Speaker 1We, we can help you do all sorts of things with that. #Ah we will give you certain suggestions like how you can pay off (()) debts,
Speech161.872167.822Speaker 1#Ah how much of that is going to belong to the government unfortunately #Ah
Speech168.322168.572Speaker 2Hmm
Speech168.472180.044Speaker 1how you can invest in property, invest in stock shares, #Ah and your pensions. You can even invest in physical assets, send the money for charity #Ah tax right (()).

TRANSCRIPTION

TIMETRANSCRIPT
0.324
1.149
Hello Futurebee.
2.823
3.774
Hello Futurebee.
6.524
10.448
Hi, my name is <PII>John Adams</PII> and you have reached Futurebee financing. How are you?
12.874
14.285
Hi, I am good. My name is
14.711
16.574
<PII>Cour~ Courtney.</PII>
17.699
22.199
<PII>Courtney</PII> Okay, it is good to meet you, <PII>Courtney</PII>. #Ah how can we help you today?
24.849
33.917
Well, I just inherited a very large sum of money from my aunt who has died.
34.517
35.773
She was a very good person.
36.148
36.989
But anyway
37.589
46.680
#Ah I just inherited the money from her and so I am looking for a financial advisor because I have never had this much money in my bank account
47.330
49.121
and I do not really know what to do with it.
50.722
63.149
I will tell what, you are already a step ahead of most people win or inherit money, most of the time the first thing they want to do is spend it on something big and buy gifts for people they like.
63.597
70.171
#Ah but more often than not there are fees they do not realize that come with that sort of money.
70.322
74.224
#Ah they have told me after few questions find out #Ah what kind of
74.899
84.233
what kind of inheritance it was, #Ah what form it maintained. They might give you some ideas how you (()).
87.596
89.022
Okay sounds good. I am ready.
88.838
95.132
Okay. So the first thing I want to ask is, is this (()) in the form of cash or is this an item?
97.971
105.748
#Ah it is, I guess it would be considered cash like I think like it includes some bond as well. I do not really know that counts as cash.
107.173
114.072
Okay. A lot of, a lot of people have (()) understanding bond, not a common thing people already know about but that is fine, fine.
114.947
118.873
Good to know #Ah and then was it
119.498
126.947
gifted to you whether any clauses on the #Ah on the bill perhaps (()) you needed to send that?
129.323
137.765
#Ah it did say that I could have spend it all like at one time like I am only allowed to spend so much
138.215
139.573
per year.
140.923
150.145
#Ah until it you know possibly runs out but I guess that is what I am avoiding is I want to make sure like, like make the money, make money. Right?
151.546
153.885
Yeah. Yeah that is, that is very wise. That makes sense.
154.235
161.019
We, we can help you do all sorts of things with that. #Ah we will give you certain suggestions like how you can pay off (()) debts,
161.872
167.822
#Ah how much of that is going to belong to the government unfortunately #Ah
168.322
168.572
Hmm
168.472
180.044
how you can invest in property, invest in stock shares, #Ah and your pensions. You can even invest in physical assets, send the money for charity #Ah tax right (()).

Dataset Demographics

Details Headline

Language

English

Language code

en-us

Country

USA

Accents

Arizona,...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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