English (India) Call Center Speech Dataset for Delivery & Logistics

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

Category

Unscripted Call Center Conversations

Total Volume

30 Speech Hours

Last updated

Jun 2024

Number of participants

60

English (India) call center audio recording for Delivery and logistics industry
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About this Off-the-shelf Speech Dataset

Card Head Line

Introduction

Welcome to the Indian English Call Center Speech Dataset for the Delivery and Logistics domain designed to enhance the development of call center speech recognition models specifically for the Delivery and Logistics 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 xscenarios related to the Delivery and Logistics domain, designed to build robust and accurate customer service speech technology.

  • Participant Diversity:
  • Speakers: 60 expert native Indian English speakers from the FutureBeeAI Community.
  • Regions: Different states/provinces of India, ensuring a balanced representation of Indian 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:
  • Order Tracking
  • Delivery Complaint
  • Undeliverable Address
  • Delivery Method Selection
  • Return Process Enquiry
  • Order Modification, and many more
  • Outbound Calls:
  • Delivery Confirmation
  • Delivery Subscription
  • Incorrect Address
  • Missed Delivery Attempt
  • Delivery Feedback
  • Out-of-Stock Notification
  • Delivery Satisfaction Survey, 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 Delivery and Logistics domain call center conversational AI and ASR models for the Indian 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 Indian 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 Delivery and Logistics domain. Potential use cases include:

  • Speech Recognition Models: Training and fine-tuning speech recognition models for Indian 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 Delivery and Logistics sector.
  • Smart Assistants and Chatbots: Developing conversational agents and virtual assistants for customer service in the Delivery and Logistics 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 Delivery and Logistics 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 Delivery and Logistics domain call center audio dataset is created by FutureBeeAI and is available for commercial use.

    Use Cases

    Use of speech data in Conversational AI

    Call Center Conversational AI

    Use of speech data for Automatic Speech Recognition

    ASR

    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)

    Card Head Line
    00:00

    ATTRIBUTES

    TRANSCRIPTION

    TIME
    TRANSCRIPT
    0.274 - 1.338
    Hello Futurebee
    1.318 - 2.477
    Hello Futurebee
    1.390 - 1.907
    -
    2.669 - 3.499
    -
    3.548 - 6.349
    Welcome to Buy zone. How can I help you ma'am?
    7.724 - 11.399
    [filler] Yes ma'am, I'm ch~ I'm chen~ I'm from Chennai Tamilnadu.
    8.705 - 13.051
    -
    12.147 - 16.274
    [filler] I ordered one product in your Buy zone website.
    13.843 - 15.096
    -
    15.900 - 16.390
    -
    16.498 - 17.399
    Okay
    16.699 - 20.949
    [filler] Yesterday I received that product with damage.
    18.442 - 21.224
    -
    21.873 - 24.224
    [filler] Sorry for the inconvenience ma'am.
    23.548 - 23.998
    Can I
    25.403 - 26.658
    -
    26.172 - 30.274
    Okay okay, what is the procedure to exchange this item?
    27.150 - 27.397
    -
    28.199 - 29.472
    -
    30.349 - 36.698
    You need the same item without damage or you need to order some other item for this price?
    38.597 - 42.597
    No ma'am I need the same item with good quality.
    41.225 - 42.512
    -
    42.774 - 48.923
    Okay ma'am, then after receiving you might have received a notification in your Buy zone app, right?
    51.548 - 64.623
    So in that app itself, it will ask for a feedback. [noise] So you can go to that feedback form and right us the product is damaged. [noise] and also you have to take a photo of the product which is damaged and upload there ma'am.
    51.921 - 52.871
    Yes ma'am
    67.114 - 70.795
    Okay ma'am okay. [filler] How (())
    67.467 - 68.885
    and then below that
    68.875 - 69.992
    -
    71.248 - 76.969
    Yeah, there you have to write what is the damage in that product [noise] and when did you order it
    77.554 - 79.329
    when did you order this product?
    80.359 - 80.584
    -
    81.206 - 87.180
    Ma'am I ordered a [filler] May fifth Okay, today the date is may twenty-two.
    87.695 - 89.352
    Okay ma'am, when you [noise] get
    88.346 - 90.873
    So I got this product also very delay
    91.278 - 91.980
    -
    91.995 - 93.647
    When did you received this product?
    95.495 - 98.822
    [filler] Yesterday only I received this product ma'am, may twenty-one.
    98.745 - 107.697
    Okay ma'am. From after receiving this product, within twelve days you have to put the feedback or comment. [noise] to reach a change that product ma'am.
    110.046 - 112.596
    [filler] It will take twelve days ma'am?
    112.272 - 122.753
    No ma'am now itself you can apply for the return. [noise] within twelve days you have to apply for the return after twelve days if you are applying for the return means we will not take back.
    118.877 - 119.068
    -
    123.034 - 123.236
    -
    125.152 - 130.572
    okay ma'am okay, okay today I will [filler] [filler] write the review on your website ma'am, okay?
    126.910 - 127.315
    -
    130.997 - 142.187
    Okay ma'am you can put there feedback [noise] and you can submit it so that our delivery partner will come to your home to pick up the product ma'am. [noise] You have to pack that product in a sealed way
    142.645 - 147.101
    and you can hand with this to the delivery boy, he will take over the product
    144.818 - 145.596
    Okay ma'am.
    147.102 - 147.450
    -
    147.630 - 150.145
    After that, you can reorder the same product.
    150.214 - 150.483
    -
    152.770 - 156.794
    [filler] Okay ma'am okay. How many days it will take [filler]
    154.472 - 154.719
    -
    155.910 - 157.113
    -
    157.318 - 158.943
    can I get that product again?
    158.068 - 159.135
    -
    159.471 - 161.520
    It will take maximum seven days ma'am.
    163.169 - 164.568
    it will take a seven days
    163.746 - 164.294
    Yes
    164.996 - 173.294
    Okay ma'am okay, then I will write there a feedback in your website and a or if I have any doubts I will message you.
    165.551 - 165.866
    -
    167.753 - 169.045
    -
    170.326 - 173.461
    -
    173.596 - 182.068
    Yeah okay ma'am in the chat itself Buy zone chat itself you can have a text message [noise] and we will help you in whatever the way you need.
    180.496 - 181.145
    Yeah
    183.717 - 187.370
    Yes ma'am I know there is a chat in your website I saw that okay.
    187.395 - 188.044
    Okay ma'am.
    189.145 - 190.495
    Okay ma'am [filler]
    190.645 - 192.669
    anything else you want to ask ma'am?
    191.193 - 192.092
    and I
    193.393 - 195.129
    -
    193.645 - 203.318
    yes ma'am I order another one product [filler] it~ it will~ it will take more delay [filler] it's delay from your side ma'am?
    196.663 - 198.304
    -
    201.967 - 202.461
    -
    203.967 - 207.443
    Can I know the product code or something?
    207.742 - 208.911
    -
    208.245 - 211.669
    [filler] Yes ma'am <initial>VKU</initial> one three four five ma'am.
    211.214 - 211.371
    -
    211.770 - 213.818
    Okay please be in the line ma'am.
    215.394 - 215.989
    -
    215.995 - 216.745
    Okay ma'am.
    218.620 - 220.034
    Ma'am you have ordered on which date?
    220.058 - 220.941
    -
    222.443 - 223.919
    [filler] May twenty ma'am
    222.592 - 223.467
    -
    223.943 - 227.794
    May twenty, did you get any message like when will you receive this product?
    230.019 - 237.866
    [filler] Today is date ma'am receiving date but still I did~ I didn't get the now that material.
    234.529 - 237.810
    -
    237.919 - 244.394
    Okay ma'am your product is under delay in manufacturing unit ma'am. this product we are receiving from the third party.
    246.394 - 247.144
    Okay
    246.616 - 255.967
    Not directly from the amazon, it is from the third party. [noise] So the manufacturing unit is delaying it [noise] so it will be received for you within this Saturday ma'am.
    258.319 - 268.619
    [filler] Okay ma'am. But okay please send the product check the product and send ma'am. [filler] I ordered many products in your Buy zone app
    268.918 - 271.444
    but it will receive damaged
    269.069 - 269.718
    -
    271.769 - 279.593
    [filler] some damaged and some~ some somethings it will be I ordered one color but received the different color like that
    272.736 - 279.468
    -
    279.918 - 280.418
    [filler]
    280.817 - 282.567
    Ma'am will you check the
    282.043 - 282.718
    [filler]
    284.218 - 288.016
    patterns and all choosing colors and all did you checked and choose?
    289.391 - 298.168
    Yes ma'am I~ I will choose the color~ I will choose one color but product received at my side it will change that color
    289.788 - 298.979
    -
    298.543 - 300.266
    it will send a different color
    300.843 - 315.567
    Then also you can go to the same product review or [noise] feedback page and you can give you the feedback so that the same like this we will send the delivery boy so that you can return that product and give again, but it will take
    316.067 - 317.766
    some one week~ one more week.
    320.341 - 326.192
    Yeah, I feel take some days ma'am so you'll have to check and send that material ma'am.
    325.567 - 332.692
    Okay ma'am I will take your point in my side so we will surely check out this ma'am thereafter it will not happen ma'am.
    330.641 - 330.966
    [filler]
    333.625 - 335.885
    -
    334.442 - 349.216
    Most of the items that is the jewelry item means it will always damaged items ma'am. Some (()) product Like that some damage is done in jewelry side so you have to say that jewelry section
    338.080 - 343.552
    -
    349.867 - 350.942
    Okay okay
    350.567 - 354.391
    and say~ ss~ said in my reviews ma'am.
    351.241 - 354.112
    -
    354.367 - 368.631
    Okay ma'am but we are tie-up with so many partners. [noise] we are not directly giving the product. [noise] so whenever you buy a product in you will be having the feedback page [noise] you can go and check the reviews before buying any products
    361.894 - 362.391
    -
    368.688 - 378.912
    because we are not directly giving you the product we Buy zone. [noise] So we have a tied-up partner. Even a small venture can also sell any item using our app. [noise]
    374.314 - 375.115
    Okay ma'am.
    378.958 - 385.615
    So before getting any product you just go inside that product page and go to the review section
    381.641 - 382.439
    [filler]
    385.915 - 398.266
    you just check whether the person who bought before have given any bad comments or not [noise] so that we can check the comments and after that you can buy it ma'am so that we can assure you that you will get the good product.
    395.035 - 395.642
    -
    400.841 - 403.165
    Okay ma'am now I understand your procedure.
    400.853 - 403.586
    -
    403.415 - 406.856
    Okay, thank you for your (()) information ma'am. [filler]
    405.341 - 411.314
    Yeah sure ma'am we are here to deliver all over the world. [noise] So you just have a review check review
    407.385 - 407.939
    -
    410.514 - 410.889
    [filler]
    411.564 - 415.838
    and then you can order so that you will [noise] have receive the good product ma'am.
    413.939 - 414.338
    Yes
    417.588 - 424.593
    Okay okay next time whenever I order the product I through the reviews first after that I will order the product ma'am okay?
    421.689 - 423.934
    -
    423.935 - 424.713
    Yeah ma'am.
    425.814 - 428.014
    Thank you for your information ma'am for that
    425.991 - 427.991
    -
    428.290 - 429.065
    [filler]
    428.990 - 430.889
    Anything else you want to ask ma'am?
    429.726 - 430.210
    [filler]
    432.665 - 437.865
    [filler] No ma'am [filler] I~ you said the more information for me.
    435.384 - 437.923
    -
    438.213 - 439.040
    Okay ma'am.
    439.490 - 443.290
    So do you~ do you have buying membership in the Buy zone app?
    440.588 - 442.514
    [filler] You are saying [filler]
    445.213 - 448.240
    No ma'am I don't have that info~ membership ma'am.
    448.389 - 453.713
    It is a good offer ma'am now also you will be getting the prime membership for triple nine amount.
    454.240 - 461.987
    only triple nine you have to pay [noise] and for the all the order you are making [noise] you will get delivery charges as a free. [noise]
    463.737 - 466.189
    Okay okay, per year or per month?
    464.047 - 465.429
    -
    465.639 - 467.558
    Per month you have to pay triple nine ma'am.
    469.411 - 472.487
    Per month triple ma'am? okay okay.
    472.088 - 474.264
    You're asking for per month or per year ma'am?
    475.615 - 476.709
    Per year ma'am.
    476.230 - 477.762
    Per year triple nine only ma'am.
    477.721 - 478.148
    -
    479.730 - 480.719
    Okay ma'am okay okay
    479.791 - 483.504
    For per year triple nine only if you are getting it you will get the delivery fees.
    483.737 - 493.987
    you will not charge the delivery fee. you can get the whatever the product you order you can get without the delivery fees. [noise] and also you will be having some lightning (()).
    488.487 - 489.264
    -
    496.588 - 498.463
    Okay ma'am good [filler]
    496.814 - 501.538
    You will get some products in very low price only for prime membership we are offering them ma'am.
    503.237 - 509.663
    Okay ma'am okay I will discuss with my husband and I will pay that amount.
    509.913 - 510.987
    Yeah sure ma'am.
    511.338 - 513.171
    Thank you for contacting Buy zone ma'am.
    513.172 - 513.461
    -
    514.738 - 515.687
    -
    515.086 - 516.238
    Okay thank you.

    Dataset Details

    Card Head Line

    Language

    English

    Language code

    en-In

    Country

    India

    Accents

    Chandigarh, Chhattisgarh ...more

    Gender Distribution

    M:60, F:40

    Age Group

    18-70

    File Details

    Card Head Line

    Environment

    Silent, Noisy

    Bit Depth

    16 bit

    Format

    wav

    Sample rate

    8khz & 16khz

    Channel

    Dual separate channel

    Audio file duration

    5-15 minutes

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