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

The audio dataset comprises call center conversations for the Retail & E-commerce 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 Retail domain designed to enhance the development of call center speech recognition models specifically for the Retail 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 Retail 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:

•Product Inquiry

•Return/Exchange Request

•Order Cancellation

•Refund Request

•Membership/Subscriptions Enquiry

•Order Cancellations, and many more

•Outbound Calls:

•Order Confirmation

•Cross-selling and Upselling

•Account Updates

•Loyalty Program offers

•Special Offers and Promotions

•Customer Verification, 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 Retail 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 Retail 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 Retail sector.

•

Smart Assistants and Chatbots: Developing conversational agents and virtual assistants for customer service in the Retail 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 Retail 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 Retail 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	0.152	1.217	Speaker 2	Hello Futurebee.
Speech	1.999	2.841	Speaker 1	Hello Futurebee.
Speech	6.038	8.653	Speaker 2	Designer bags dot com. How can I help you?
Speech	9.746	14.349	Speaker 1	Hi. [filler] I, my name <PII>Kurt</PII>. I am on your website.
Speech	15.128	20.466	Speaker 1	And this, this particular item is out of stock that I am looking at. Do, do you know when it will be back in stock?
Speech	22.731	27.963	Speaker 2	Oh, thank you calling first of all. Thank you for visiting our website. Can I ask which item you are looking at?
Speech	29.021	34.148	Speaker 1	[filler] yeah. I am, I am looking at it. Its a, its a [filler] light blue
Speech	34.566	37.286	Speaker 1	bag like a hand bag or something like that.
Speech	38.478	39.426	Speaker 1	[filler]
Noise	38.844	39.307	-	-
Speech	39.999	41.768	Speaker 1	Its, its called [filler]
Speech	42.337	42.812	Speaker 1	[filler]
Speech	43.196	45.045	Speaker 1	sky, sky short cross
Speech	45.695	46.258	Speaker 1	I think.
Speech	48.310	53.429	Speaker 2	Oh, the sky short cross, oh ya you are looking at a very high item. Let me, let me put it up here on my end.
Speech	55.344	59.258	Speaker 2	Just that, is this bag a gift for someone or you are buying something for yourself?
Speech	60.170	66.236	Speaker 1	[filler] it is for, its for my wife [filler]. She loves this color and she loves you guys brand [filler].
Speech	66.807	68.959	Speaker 1	And she had a bag from you guys for a while.
Speech	69.387	70.843	Speaker 1	But its really
Speech	71.671	74.471	Speaker 1	old. [laugh]. I mean she is had it for probably.
Speech	75.055	79.757	Speaker 1	ten years and she take it everywhere. So it, it doesn't look like (()). I want to get her something nice.
Speech	81.453	90.915	Speaker 2	Well I am glad to hear that she likes our, our items and sounds like you are very (()) for buying her a new one. I am definitely going to try to help you get the one that you want for your wife.
Speech	91.602	96.754	Speaker 2	Okay so I see the item for that here and yes it is definitely out of stock.
Speech	97.436	99.209	Speaker 2	[filler] let me ask you
Speech	100.078	102.712	Speaker 2	how soon do you need this item to arrive?
Speech	104.203	106.078	Speaker 1	[filler] it (()).
Speech	106.590	112.444	Speaker 1	I dont know that its really like urgent that I get it soon. Its just our anniversary is (()).
Speech	112.396	113.165	Speaker 2	[filler].
Speech	113.158	114.780	Speaker 1	Twenty year anniversary coming up.
Speech	115.412	116.141	Speaker 1	And
Speech	116.790	120.453	Speaker 1	I want to gift for that. But it doesnt have to like happen on
Speech	120.858	124.489	Speaker 1	on or book for the anniversary. Like I could give it to her afterwards. She will still love it.
Speech	126.150	129.693	Speaker 2	Okay, okay. [filler] how many months away is your anniversary?
Speech	129.693	132.251	Speaker 1	[filler] its actually this months, its like three weeks out.
Speech	133.997	137.012	Speaker 2	Okay three weeks. Alright lets do what we can do.
Speech	136.044	136.370	Speaker 1	yes
Speech	137.294	139.496	Speaker 1	its, its, its [filler] February twenty fifth.
Speech	141.169	144.621	Speaker 2	Okay February twenty fifth, alright. And [filler] where are you located sir?
Speech	146.062	147.012	Speaker 1	San Antonio.
Speech	148.324	149.174	Speaker 2	San Antonio okay.
Speech	149.592	154.741	Speaker 2	Alright so you are within the state. Thats good. We, we do ship out of [filler] out of the state.
Speech	155.512	156.817	Speaker 2	But if as
Speech	157.610	159.324	Speaker 2	would be expected the shipping
Speech	160.048	161.193	Speaker 2	with a lot longer
Speech	161.625	166.979	Speaker 2	So I am glad to hear you are within the state that (()) get to look for sure once you get back that stuff.
Speech	168.002	170.598	Speaker 2	Okay I am just going to pull up here on my end
Speech	169.174	169.663	Speaker 1	Okay.
Speech	171.907	176.572	Speaker 2	the directory about when we are expecting another shipment. Just give me one moment.
Speech	179.169	179.436	Speaker 2	[filler]
Speech	179.300	179.800	Speaker 1	Okay.
Speech	179.846	180.931	Speaker 2	Whats your wife's name?

TIME

TRANSCRIPT

0.152 - 1.217

Hello Futurebee.

1.999 - 2.841

Hello Futurebee.

6.038 - 8.653

Designer bags dot com. How can I help you?

9.746 - 14.349

Hi. [filler] I, my name <PII>Kurt</PII>. I am on your website.

15.128 - 20.466

And this, this particular item is out of stock that I am looking at. Do, do you know when it will be back in stock?

22.731 - 27.963

Oh, thank you calling first of all. Thank you for visiting our website. Can I ask which item you are looking at?

29.021 - 34.148

[filler] yeah. I am, I am looking at it. Its a, its a [filler] light blue

34.566 - 37.286

bag like a hand bag or something like that.

38.478 - 39.426

[filler]

38.844 - 39.307

39.999 - 41.768

Its, its called [filler]

42.337 - 42.812

[filler]

43.196 - 45.045

sky, sky short cross

45.695 - 46.258

I think.

48.310 - 53.429

Oh, the sky short cross, oh ya you are looking at a very high item. Let me, let me put it up here on my end.

55.344 - 59.258

Just that, is this bag a gift for someone or you are buying something for yourself?

60.170 - 66.236

[filler] it is for, its for my wife [filler]. She loves this color and she loves you guys brand [filler].

66.807 - 68.959

And she had a bag from you guys for a while.

69.387 - 70.843

But its really

71.671 - 74.471

old. [laugh]. I mean she is had it for probably.

75.055 - 79.757

ten years and she take it everywhere. So it, it doesn't look like (()). I want to get her something nice.

81.453 - 90.915

Well I am glad to hear that she likes our, our items and sounds like you are very (()) for buying her a new one. I am definitely going to try to help you get the one that you want for your wife.

91.602 - 96.754

Okay so I see the item for that here and yes it is definitely out of stock.

97.436 - 99.209

[filler] let me ask you

100.078 - 102.712

how soon do you need this item to arrive?

104.203 - 106.078

[filler] it (()).

106.590 - 112.444

I dont know that its really like urgent that I get it soon. Its just our anniversary is (()).

112.396 - 113.165

[filler].

113.158 - 114.780

Twenty year anniversary coming up.

115.412 - 116.141

And

116.790 - 120.453

I want to gift for that. But it doesnt have to like happen on

120.858 - 124.489

on or book for the anniversary. Like I could give it to her afterwards. She will still love it.

126.150 - 129.693

Okay, okay. [filler] how many months away is your anniversary?

129.693 - 132.251

[filler] its actually this months, its like three weeks out.

133.997 - 137.012

Okay three weeks. Alright lets do what we can do.

136.044 - 136.370

yes

137.294 - 139.496

its, its, its [filler] February twenty fifth.

141.169 - 144.621

Okay February twenty fifth, alright. And [filler] where are you located sir?

146.062 - 147.012

San Antonio.

148.324 - 149.174

San Antonio okay.

149.592 - 154.741

Alright so you are within the state. Thats good. We, we do ship out of [filler] out of the state.

155.512 - 156.817

But if as

157.610 - 159.324

would be expected the shipping

160.048 - 161.193

with a lot longer

161.625 - 166.979

So I am glad to hear you are within the state that (()) get to look for sure once you get back that stuff.

168.002 - 170.598

Okay I am just going to pull up here on my end

169.174 - 169.663

Okay.

171.907 - 176.572

the directory about when we are expecting another shipment. Just give me one moment.

179.169 - 179.436

[filler]

179.300 - 179.800

Okay.

179.846 - 180.931

Whats your wife's name?

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