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

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

About this Off-the-shelf Speech Dataset

Introduction

Welcome to the US 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 US English speakers from the FutureBeeAI Community.

•

Regions: Different states/provinces of United States of America, ensuring a balanced representation of US 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 US 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 US 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 US 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

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	0.892	1.839	Speaker 1	Hello Futurebee.
Speech	3.100	4.121	Speaker 2	Hello Futurebee.
Speech	7.232	10.375	Speaker 1	Hi. This is Futurebee Logistics and Delivery. How can I help you?
Speech	11.775	17.411	Speaker 2	Hey. [filler], I am calling, I am getting married in, in two weeks.
Speech	18.062	19.068	Speaker 2	and
Speech	18.989	19.507	Speaker 1	Congrats.
Speech	19.939	21.753	Speaker 2	Yeah. Thank you. Thanks.[filler]
Speech	22.291	26.756	Speaker 2	We are having a destination wedding and it has been kind of a disaster.
Speech	28.021	31.001	Speaker 2	So we had to[filler] switch
Speech	31.626	36.530	Speaker 2	Logistics and Delivery company last minute. So I need you to get me some prices
Speech	37.579	40.637	Speaker 2	and [filler], an estimated delivery time
Speech	41.378	43.811	Speaker 2	[filler] for various items that I need. Can you do that?
Speech	45.420	48.134	Speaker 1	Yeah. Absolutely, absolutely. Where is the destination wedding?
Speech	48.917	51.408	Speaker 2	[filler] it is in Miami, Florida.
Speech	52.667	60.344	Speaker 1	Miami, okay. Alrighty.[filler] We actually do have a branch near Miami. [filler] What are you trying to get delivered?
Speech	62.149	71.308	Speaker 2	Okay, so I have a guy in North Carolina that is going to be sending fresh, [filler], fresh flowers.
Speech	71.915	76.730	Speaker 2	The, they are not for my bouquet. They are just for decorating [filler], the aisle.
Speech	77.260	80.709	Speaker 2	So he is going to be sending about ten pounds
Speech	81.349	83.819	Speaker 2	of fresh flowers. So those need to be kept closed.
Speech	84.834	88.185	Speaker 2	and delivered as fast as possible so they do not wilt.
Speech	88.941	90.623	Speaker 2	That is number one. You got that?
Speech	92.575	94.623	Speaker 1	Yeah. Yeah give me one second.
Speech	95.566	97.447	Speaker 1	[filler] North Carolina,
Speech	98.153	99.188	Speaker 1	fresh flowers
Speech	100.468	101.549	Speaker 1	ten pound
Speech	103.215	104.209	Speaker 1	[filler]
Speech	108.433	112.375	Speaker 1	Okay I have got that [filler] do you also have his contact information?
Speech	113.325	119.108	Speaker 2	[filler] yeah If you give me your email, give me the email of your company, I can
Speech	120.319	126.531	Speaker 2	But I, I want to talk to you first. But if I decide to go through it, then I will go ahead and email you all the details that you want.
Speech	128.598	132.251	Speaker 1	Okay. Alright. That is great. [filler] our email is futurebee
Speech	134.026	134.917	Speaker 1	dot delivery
Speech	135.716	136.711	Speaker 1	at gmail dot com.
Speech	137.449	138.341	Speaker 2	Okay I got it.
Speech	140.747	143.741	Speaker 1	Okay. [filler] you get the flowers from North Carolina whatever
Speech	141.520	141.895	Speaker 2	Okay.
Speech	144.108	149.722	Speaker 2	Yes okay. And then we are having [filler] a special [filler] cake
Speech	150.592	153.568	Speaker 2	made by I do not know, if you have heard of him
Speech	153.860	153.989	Speaker 2	[noise]
Speech	154.364	156.479	Speaker 2	his name is Guy Ferreri
Speech	157.473	158.818	Speaker 2	He is making us
Speech	159.229	160.360	Speaker 2	[filler], custom cake
Speech	161.097	165.097	Speaker 2	And right now he is in New York. So we are going to need to have that cake
Speech	165.925	169.205	Speaker 2	shipped from New York to Miami, Florida.
Speech	169.923	173.401	Speaker 2	And again it needs to stay cold, stay intact
Speech	174.645	177.866	Speaker 2	and needs to stay as fresh as possible because I do not want to feed my guests
Speech	178.745	183.574	Speaker 2	a stale cake. So have you guys delivered food items before like that?

TIME

TRANSCRIPT

0.892 - 1.839

Hello Futurebee.

3.100 - 4.121

Hello Futurebee.

7.232 - 10.375

Hi. This is Futurebee Logistics and Delivery. How can I help you?

11.775 - 17.411

Hey. [filler], I am calling, I am getting married in, in two weeks.

18.062 - 19.068

and

18.989 - 19.507

Congrats.

19.939 - 21.753

Yeah. Thank you. Thanks.[filler]

22.291 - 26.756

We are having a destination wedding and it has been kind of a disaster.

28.021 - 31.001

So we had to[filler] switch

31.626 - 36.530

Logistics and Delivery company last minute. So I need you to get me some prices

37.579 - 40.637

and [filler], an estimated delivery time

41.378 - 43.811

[filler] for various items that I need. Can you do that?

45.420 - 48.134

Yeah. Absolutely, absolutely. Where is the destination wedding?

48.917 - 51.408

[filler] it is in Miami, Florida.

52.667 - 60.344

Miami, okay. Alrighty.[filler] We actually do have a branch near Miami. [filler] What are you trying to get delivered?

62.149 - 71.308

Okay, so I have a guy in North Carolina that is going to be sending fresh, [filler], fresh flowers.

71.915 - 76.730

The, they are not for my bouquet. They are just for decorating [filler], the aisle.

77.260 - 80.709

So he is going to be sending about ten pounds

81.349 - 83.819

of fresh flowers. So those need to be kept closed.

84.834 - 88.185

and delivered as fast as possible so they do not wilt.

88.941 - 90.623

That is number one. You got that?

92.575 - 94.623

Yeah. Yeah give me one second.

95.566 - 97.447

[filler] North Carolina,

98.153 - 99.188

fresh flowers

100.468 - 101.549

ten pound

103.215 - 104.209

[filler]

108.433 - 112.375

Okay I have got that [filler] do you also have his contact information?

113.325 - 119.108

[filler] yeah If you give me your email, give me the email of your company, I can

120.319 - 126.531

But I, I want to talk to you first. But if I decide to go through it, then I will go ahead and email you all the details that you want.

128.598 - 132.251

Okay. Alright. That is great. [filler] our email is futurebee

134.026 - 134.917

dot delivery

135.716 - 136.711

at gmail dot com.

137.449 - 138.341

Okay I got it.

140.747 - 143.741

Okay. [filler] you get the flowers from North Carolina whatever

141.520 - 141.895

Okay.

144.108 - 149.722

Yes okay. And then we are having [filler] a special [filler] cake

150.592 - 153.568

made by I do not know, if you have heard of him

153.860 - 153.989

[noise]

154.364 - 156.479

his name is Guy Ferreri

157.473 - 158.818

He is making us

159.229 - 160.360

[filler], custom cake

161.097 - 165.097

And right now he is in New York. So we are going to need to have that cake

165.925 - 169.205

shipped from New York to Miami, Florida.

169.923 - 173.401

And again it needs to stay cold, stay intact

174.645 - 177.866

and needs to stay as fresh as possible because I do not want to feed my guests

178.745 - 183.574

a stale cake. So have you guys delivered food items before like that?

Dataset Details

Language

English

Language code

en-us

Country

USA

Accents

Arizona, California ...moreColorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Alabama, Alaska

Gender Distribution

M:60, F:40

Age Group

18-70