English (India) Call Center Speech Dataset for Retail & E-commerce

The audio dataset includes call center conversations in Retail & E-commerce, featuring native English speakers from India, 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 Retail and E-commerce 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 Retail and E-commerce 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 Retail and E-commerce 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 India.


Speech Data:

This training dataset comprises 30 hours of call center audio recordings covering various topics and scenarios related to the Retail and E-commerce 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 India. This collaborative effort ensures a balanced representation of Indian 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 Retail and E-commerce 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 Retail and E-commerce 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 Retail and E-commerce 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 Retail and E-commerce 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
Female(56)Male(65)wav, json

TRANSCRIPTION

LABELSTARTENDCHANNELTRANSCRIPT
Speech0.0001.350Speaker 1Hello Futurebee.
Speech3.8995.325Speaker 2Hello Futurebee.
Speech5.6746.750Speaker 1Good morning.
Speech8.97412.698Speaker 2Good morning madam. This is ABC sales customer service office.
Speech13.22414.948Speaker 2How I can help you today?
Speech13.75014.150Speaker 1[filler]
Speech15.63120.257Speaker 1Yes. [filler] I need a help. We had taken fridge from you.
Speech20.69921.774Speaker 1May be
Speech22.04122.864Speaker 1around
Speech22.48123.056Speaker 2[filler]
Speech23.66126.736Speaker 1fifteen to twenty days back or more than that I think so.
Speech27.07929.553Speaker 1But the fridge is not working properly.
Speech30.14930.798Speaker 2[filler]
Speech30.91731.442Speaker 1[filler]
Speech31.73336.606Speaker 1it is not cooling, mainly the ice part the freezer part is not at all working.
Speech33.09433.646Speaker 2[filler]
Speech34.93236.057Speaker 2(())
Speech37.62146.246Speaker 1It is only remaining cool. Nothing more like ice , we cannot make ice-cream or [filler] ice also it is not [filler]
Speech40.75341.429Speaker 2[filler]
Speech47.44749.521Speaker 1It's not a becoming
Speech52.47253.496Speaker 1So,
Speech53.80455.731Speaker 1How you can help me now?
Speech53.96354.786Speaker 2Okay.
Speech56.32658.777Speaker 1(()) First of all it was ordered
Speech59.16163.960Speaker 1a long time ago. it took lot time to come also.
Speech65.17168.194Speaker 1Say around fifteen to twenty days it took come.
Speech65.62366.248Speaker 2[filler]
Speech68.56969.245Speaker 2Okay.
Speech69.67775.878Speaker 1Then your that delivery people told (()) some technician will come and they will [filler]
Speech72.21572.864Speaker 2[filler]
Speech76.77878.302Speaker 1they will [filler]
Speech78.68882.415Speaker 1(()) the start the fridge. Yeah, installation.
Speech81.73983.340Speaker 2Do the installation you mean.
Speech83.68684.662Speaker 2Okay okay.
Speech85.05889.331Speaker 1And that person also took around four to five days to come.
Speech85.43686.012Speaker 2Yeah.
Speech90.20693.558Speaker 1(()) After that the installation took place
Speech93.27293.921Speaker 2[filler]
Speech93.90397.227Speaker 1and he set~ set up everything.
Speech98.260104.936Speaker 1But later the cooling part like freezer is not at all working. So, you have to help us (()) now.
Speech101.593102.420Speaker 2[filler]
Speech105.959108.286Speaker 1And there is small dent also
Speech108.900109.900Speaker 1in the fridge.
Speech109.694110.495Speaker 2Okay madam.
Speech111.995112.796Speaker 2[filler]
Speech113.661114.536Speaker 2I see.
Speech114.858119.634Speaker 2Okay, dent [filler] part may not cause operative
Speech120.334121.185Speaker 2problems.
Speech121.099121.900Speaker 1[filler]
Speech121.557124.781Speaker 2But what I can suggest madam now immediately is that [filler]
Speech125.926127.376Speaker 2there is a setting knob
Speech127.462129.114Speaker 2inside the freezer
Speech130.085130.883Speaker 1Okay.
Speech131.776134.978Speaker 2which you can turn either left or to the right.
Speech136.467137.242Speaker 1Okay.
Speech137.883140.710Speaker 2And it will control the temperature.
Speech139.258139.685Speaker 1(())
Speech142.354144.756Speaker 2So, have you tried that any time?
Speech142.610143.360Speaker 1[filler]
Speech146.006148.604Speaker 1Yes. we have tried many times.
Speech148.861153.836Speaker 1Now also when you are telling me I will go there and I will do it now.
Speech149.781150.580Speaker 2[filler]
Speech155.611156.187Speaker 1Yes.
Speech156.382160.431Speaker 2Please madam. Let me know there are numbers one, two, three, four.
Speech161.218162.193Speaker 1Yes.
Speech162.205162.955Speaker 2So,
Speech163.157167.230Speaker 2(()) pointer is at which number? Can you just tell me please? I will hold.
Speech168.453169.301Speaker 1It is
Speech169.467171.443Speaker 1It is on three number.
Speech173.735174.735Speaker 2Okay.
Speech175.435176.585Speaker 2So, can you [filler]
Speech176.849178.349Speaker 2shift it to one?

TRANSCRIPTION

TIMETRANSCRIPT
0.000
1.350
Hello Futurebee.
3.899
5.325
Hello Futurebee.
5.674
6.750
Good morning.
8.974
12.698
Good morning madam. This is ABC sales customer service office.
13.224
14.948
How I can help you today?
13.750
14.150
[filler]
15.631
20.257
Yes. [filler] I need a help. We had taken fridge from you.
20.699
21.774
May be
22.041
22.864
around
22.481
23.056
[filler]
23.661
26.736
fifteen to twenty days back or more than that I think so.
27.079
29.553
But the fridge is not working properly.
30.149
30.798
[filler]
30.917
31.442
[filler]
31.733
36.606
it is not cooling, mainly the ice part the freezer part is not at all working.
33.094
33.646
[filler]
34.932
36.057
(())
37.621
46.246
It is only remaining cool. Nothing more like ice , we cannot make ice-cream or [filler] ice also it is not [filler]
40.753
41.429
[filler]
47.447
49.521
It's not a becoming
52.472
53.496
So,
53.804
55.731
How you can help me now?
53.963
54.786
Okay.
56.326
58.777
(()) First of all it was ordered
59.161
63.960
a long time ago. it took lot time to come also.
65.171
68.194
Say around fifteen to twenty days it took come.
65.623
66.248
[filler]
68.569
69.245
Okay.
69.677
75.878
Then your that delivery people told (()) some technician will come and they will [filler]
72.215
72.864
[filler]
76.778
78.302
they will [filler]
78.688
82.415
(()) the start the fridge. Yeah, installation.
81.739
83.340
Do the installation you mean.
83.686
84.662
Okay okay.
85.058
89.331
And that person also took around four to five days to come.
85.436
86.012
Yeah.
90.206
93.558
(()) After that the installation took place
93.272
93.921
[filler]
93.903
97.227
and he set~ set up everything.
98.260
104.936
But later the cooling part like freezer is not at all working. So, you have to help us (()) now.
101.593
102.420
[filler]
105.959
108.286
And there is small dent also
108.900
109.900
in the fridge.
109.694
110.495
Okay madam.
111.995
112.796
[filler]
113.661
114.536
I see.
114.858
119.634
Okay, dent [filler] part may not cause operative
120.334
121.185
problems.
121.099
121.900
[filler]
121.557
124.781
But what I can suggest madam now immediately is that [filler]
125.926
127.376
there is a setting knob
127.462
129.114
inside the freezer
130.085
130.883
Okay.
131.776
134.978
which you can turn either left or to the right.
136.467
137.242
Okay.
137.883
140.710
And it will control the temperature.
139.258
139.685
(())
142.354
144.756
So, have you tried that any time?
142.610
143.360
[filler]
146.006
148.604
Yes. we have tried many times.
148.861
153.836
Now also when you are telling me I will go there and I will do it now.
149.781
150.580
[filler]
155.611
156.187
Yes.
156.382
160.431
Please madam. Let me know there are numbers one, two, three, four.
161.218
162.193
Yes.
162.205
162.955
So,
163.157
167.230
(()) pointer is at which number? Can you just tell me please? I will hold.
168.453
169.301
It is
169.467
171.443
It is on three number.
173.735
174.735
Okay.
175.435
176.585
So, can you [filler]
176.849
178.349
shift it to one?

Dataset Demographics

Details Headline

Language

English

Language code

en-In

Country

India

Accents

Chandigarh,...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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