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

The audio dataset includes call center conversations in Retail & E-commerce, 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

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 United States.


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 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 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
Male(29)Female(24)wav, json

TRANSCRIPTION

LABELSTARTENDCHANNELTRANSCRIPT
Speech0.1521.217Speaker 2Hello Futurebee.
Speech1.9992.841Speaker 1Hello Futurebee.
Speech6.0388.653Speaker 2Designer bags dot com. How can I help you?
Speech9.74614.349Speaker 1Hi. [filler] I, my name <PII>Kurt</PII>. I am on your website.
Speech15.12820.466Speaker 1And this, this particular item is out of stock that I am looking at. Do, do you know when it will be back in stock?
Speech22.73127.963Speaker 2Oh, thank you calling first of all. Thank you for visiting our website. Can I ask which item you are looking at?
Speech29.02134.148Speaker 1[filler]yeah. I am, I am looking at it. Its a, its a [filler] light blue
Speech34.56637.286Speaker 1bag like a hand bag or something like that.
Speech38.47839.426Speaker 1[filler]
Noise38.84439.307--
Speech39.99941.768Speaker 1Its, its called [filler]
Speech42.33742.812Speaker 1[filler]
Speech43.19645.045Speaker 1sky, sky short cross
Speech45.69546.258Speaker 1I think.
Speech48.31053.429Speaker 2Oh, 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.
Speech55.34459.258Speaker 2Just that, is this bag a gift for someone or you are buying something for yourself?
Speech60.17066.236Speaker 1[filler]it is for, its for my wife [filler]. She loves this color and she loves you guys brand [filler].
Speech66.80768.959Speaker 1And she had a bag from you guys for a while.
Speech69.38770.843Speaker 1But its really
Speech71.67174.471Speaker 1old. [laugh]. I mean she is had it for probably.
Speech75.05579.757Speaker 1ten years and she take it everywhere. So it, it doesn't look like (()). I want to get her something nice.
Speech81.45390.915Speaker 2Well 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.
Speech91.60296.754Speaker 2Okay so I see the item for that here and yes it is definitely out of stock.
Speech97.43699.209Speaker 2[filler]let me ask you
Speech100.078102.712Speaker 2how soon do you need this item to arrive?
Speech104.203106.078Speaker 1[filler]it (()).
Speech106.590112.444Speaker 1I dont know that its really like urgent that I get it soon. Its just our anniversary is (()).
Speech112.396113.165Speaker 2[filler].
Speech113.158114.780Speaker 1Twenty year anniversary coming up.
Speech115.412116.141Speaker 1And
Speech116.790120.453Speaker 1I want to gift for that. But it doesnt have to like happen on
Speech120.858124.489Speaker 1on or book for the anniversary. Like I could give it to her afterwards. She will still love it.
Speech126.150129.693Speaker 2Okay, okay. [filler] how many months away is your anniversary?
Speech129.693132.251Speaker 1[filler]its actually this months, its like three weeks out.
Speech133.997137.012Speaker 2Okay three weeks. Alright lets do what we can do.
Speech136.044136.370Speaker 1yes
Speech137.294139.496Speaker 1its, its, its [filler] February twenty fifth.
Speech141.169144.621Speaker 2Okay February twenty fifth, alright. And [filler] where are you located sir?
Speech146.062147.012Speaker 1San Antonio.
Speech148.324149.174Speaker 2San Antonio okay.
Speech149.592154.741Speaker 2Alright so you are within the state. Thats good. We, we do ship out of [filler] out of the state.
Speech155.512156.817Speaker 2But if as
Speech157.610159.324Speaker 2would be expected the shipping
Speech160.048161.193Speaker 2with a lot longer
Speech161.625166.979Speaker 2So I am glad to hear you are within the state that (()) get to look for sure once you get back that stuff.
Speech168.002170.598Speaker 2Okay I am just going to pull up here on my end
Speech169.174169.663Speaker 1Okay.
Speech171.907176.572Speaker 2the directory about when we are expecting another shipment. Just give me one moment.
Speech179.169179.436Speaker 2[filler]
Speech179.300179.800Speaker 1Okay.
Speech179.846180.931Speaker 2Whats your wife's name?

TRANSCRIPTION

TIMETRANSCRIPT
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 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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