English (UK) Call Center Speech Dataset for Telecom

The audio dataset comprises call center conversations for the Telecom domain, featuring native English speakers from UK. 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 (UK) call center audio recording for Telecom industry
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About this Off-the-shelf Speech Dataset

Card Head Line

Introduction

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

  • Participant Diversity:
  • Speakers: 60 expert native UK English speakers from the FutureBeeAI Community.
  • Regions: Different regions of United Kingdom, ensuring a balanced representation of UK 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:
  • Phone Number Porting
  • Network Connectivity Issues
  • Billing and Payments
  • Technical Support
  • Service Activation
  • International Roaming Enquiry
  • Refunds and Billing Adjustments
  • Emergency Service Access, and many more
  • Outbound Calls:
  • Welcome Calls / Onboarding Process
  • Payment Reminders
  • Customer Surveys
  • Technical Updates
  • Service Usage Reviews
  • Network Compliant Status Call, 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 Telecom domain call center conversational AI and ASR models for the UK 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 UK 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 Telecom domain. Potential use cases include:

  • Speech Recognition Models: Training and fine-tuning speech recognition models for UK 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 Telecom sector.
  • Smart Assistants and Chatbots: Developing conversational agents and virtual assistants for customer service in the Telecom 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 Telecom 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 Telecom 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

    CHANNEL 1CHANNEL 2FORMAT

    TRANSCRIPTION

    LABEL
    START
    END
    CHANNEL
    TRANSCRIPT
    Speech
    0.709
    1.504
    19249257
    Hello, Future Bee.
    Speech
    2.450
    3.504
    82477117
    [noise] Hello, Future Bee.
    Noise
    4.453
    5.070
    -
    Speech
    10.015
    12.960
    82477117
    Hi, I'm I'm just calling to inquire about broadband. [noise]
    Speech
    15.163
    16.277
    19249257
    Okay, #Amm you
    Speech
    16.835
    18.725
    19249257
    #Ah interested in a landline with that as well?
    Noise
    18.739
    18.986
    -
    -
    Speech
    19.826
    21.341
    82477117
    Yeah. [noise]
    Speech
    21.326
    24.106
    19249257
    Okay, right, because most of our broadband packages #Ah include a landline.
    Speech
    24.657
    25.059
    19249257
    #Amm
    Speech
    25.617
    26.632
    19249257
    Okay, so [noise]
    Speech
    26.501
    27.117
    82477117
    Okay, good. [noise]
    Speech
    27.835
    31.899
    19249257
    #Amm I've got a few packages here that I can #Amm talk to you about if that's all right.
    Speech
    33.792
    35.780
    82477117
    Yeah, that'd be great. Thank you. [noise]
    Speech
    33.899
    34.398
    19249257
    #Amm
    Speech
    35.469
    39.215
    19249257
    So we've got five different packages here and it really depends on #Amm
    Noise
    37.134
    37.350
    -
    -
    Speech
    41.075
    41.783
    19249257
    #Amm
    Speech
    43.143
    46.334
    19249257
    who you've got in the household, really, #Ah how many people you've got in the household and what
    Speech
    46.828
    48.457
    19249257
    kind of things they like to use the internet for.
    Speech
    49.820
    51.334
    19249257
    #Amm So
    Noise
    51.573
    52.292
    -
    -
    Speech
    52.615
    57.533
    19249257
    #Ah Yeah I'm (()) things (())things So our like our
    Speech
    54.341
    54.868
    82477117
    [noise] I think
    Speech
    58.262
    60.963
    19249257
    cheapest package that we have is the full fiber two,
    Speech
    62.246
    62.756
    19249257
    #Amm
    Speech
    63.215
    67.656
    19249257
    nah has a download speed of seventy-three #Ah megabytes per second.
    Speech
    68.876
    74.769
    19249257
    #Amm And it has a guaranteed #Amm download speed of thirty-seven megabytes per second.
    Noise
    75.302
    75.870
    -
    -
    Speech
    76.757
    77.668
    19249257
    #Ah So.
    Speech
    77.936
    84.364
    82477117
    Okay. So what's the what's the difference between the guaranteed and the download speed? [noise]
    Speech
    84.983
    90.239
    19249257
    Okay. So #Amm the the download speed, so the higher number, the seventy-three megabytes per second,
    Speech
    90.840
    92.078
    19249257
    #Amm that one
    Speech
    92.784
    95.114
    19249257
    is #Ah how it should just generally run.
    Speech
    95.587
    98.757
    19249257
    #Amm So tha~ that's that's around where it should be all the time.
    Speech
    99.525
    101.179
    19249257
    #Amm But then sometimes
    Speech
    102.230
    102.804
    19249257
    #Amm
    Speech
    104.575
    105.522
    19249257
    there #Amm
    Speech
    106.075
    112.784
    19249257
    (()) when the running speed is a bit slower, #Amm for whatever reason, #Ah time of day, that sort of thing, #Ah affects it,
    Speech
    113.358
    118.373
    19249257
    #Ah then it shouldn't go below thirty-seven megabytes per second. So that's the guaranteed
    Speech
    119.299
    120.668
    19249257
    #Ah minimum. It's gonna go
    Speech
    121.171
    122.349
    19249257
    [noise] It's not to go beyond.
    Speech
    124.739
    125.700
    82477117
    Okay, thank you.
    Speech
    124.801
    125.426
    19249257
    #Amm
    Speech
    127.406
    131.395
    19249257
    So then #Ah we've got a upload speed of eighteen mega bytes per second.
    Noise
    129.068
    129.454
    -
    -
    Speech
    132.518
    135.973
    19249257
    #Ah How many people do you #Amm use the internet for streaming?
    Speech
    138.733
    148.996
    82477117
    Yes sir. you #Amm you you ask about how many people in my house. (()) [noise] And there's me, there's my partner and our son. [noise] He's #Amm
    Noise
    144.330
    144.443
    -
    Speech
    149.592
    152.663
    82477117
    sixteen and he he does a lot of gaming.
    Speech
    153.157
    154.872
    82477117
    #Amm He ~ he does it for about,
    Speech
    156.312
    160.657
    82477117
    he actually does it for about eight hours a day. [noise] It's really, yeah it's just that age I think.
    Noise
    160.661
    160.984
    -
    Speech
    163.354
    167.526
    19249257
    Yeah, so so you're going to want something that's going to be really good for gaming, so you're going to want a faster speed.
    Speech
    168.020
    169.115
    19249257
    #Amm #Ah
    Speech
    168.580
    170.693
    82477117
    Yeah, he's gonna he's gonna really want that. [noise]
    Speech
    171.860
    179.348
    19249257
    Okay. #Amm Do you do you and your partner use the use the internet for streaming? Do you watch Netflix and things like that? Youtube?
    Speech
    179.092
    192.346
    82477117
    Yeah, we we watch #Amm we watch Netflix and #Amm we have we connect to Amazon Prime Video as well, and #Amm <initial>BBC</initial> I Player. So yeah, we do quite a lot of streaming.
    Speech
    194.358
    197.258
    19249257
    Okay, brilliant. Right, so #Amm how many
    Speech
    198.127
    200.949
    19249257
    How many people stream in your house at any one time, would you say?
    Speech
    201.711
    202.323
    19249257
    #Amm
    Speech
    204.294
    205.143
    82477117
    #Amm
    Noise
    205.143
    205.518
    -
    -
    Speech
    206.830
    212.241
    82477117
    It's it's it's normally [noise] more than two, sorry, more than one. And
    Speech
    213.044
    216.425
    82477117
    [noise] Yeah, like Its I don't think it's very common that
    Noise
    214.235
    214.335
    -
    -
    Speech
    216.943
    219.431
    82477117
    my partner will stream at separate times.
    Speech
    221.252
    223.252
    82477117
    But that's on his streaming. [noise]
    Speech
    223.324
    223.960
    19249257
    Right. Okay.
    Speech
    225.115
    227.967
    19249257
    Okay. So, #Amm because we've got different packages for
    Speech
    228.473
    228.984
    19249257
    #Amm
    Speech
    229.877
    232.024
    19249257
    different amounts of people #Ah to stream
    Speech
    232.586
    236.060
    19249257
    for household. So the package that I was reading about before is #Amm
    Speech
    237.115
    239.651
    19249257
    #Ah allows two simultaneous streaming #Amm
    Speech
    240.554
    241.794
    19249257
    to go on at the same time. #Amm
    Speech
    243.729
    247.020
    19249257
    But you probably want a bit of #Mmm a faster,
    Speech
    248.330
    248.793
    19249257
    #Ah you
    Speech
    249.336
    255.048
    19249257
    probably want it to be a bit faster if you're gonna to have, if you're trying to be on all the time online gaming and things,
    Speech
    252.072
    253.568
    82477117
    Yeah (())
    Speech
    255.872
    256.769
    19249257
    #Ah in #Amm
    Speech
    258.824
    262.617
    19249257
    because that can make the, if you're watching something at the same time, it can make that a bit slower
    Speech
    263.201
    264.728
    19249257
    So #Amm
    Noise
    265.884
    266.704
    -
    -
    Speech
    266.458
    268.007
    19249257
    We've got a package here for
    Speech
    268.980
    269.473
    19249257
    #Amm
    Speech
    270.084
    270.637
    19249257
    our full fiber
    Speech
    271.194
    272.187
    19249257
    #Amm one hundred
    Speech
    272.872
    274.797
    19249257
    is #Ah one hundred megabytes per second.
    Speech
    275.920
    276.875
    19249257
    #Amm
    Speech
    277.692
    279.398
    19249257
    #Ah Guaranteed #Ah download speed
    Speech
    280.194
    281.389
    19249257
    of #Amm
    Speech
    282.374
    283.528
    19249257
    fifty megabytes per second.
    Speech
    284.598
    286.896
    19249257
    And you can four people can stream at the same time.
    Speech
    288.526
    289.084
    19249257
    #Amm
    Speech
    289.875
    291.848
    19249257
    Does your does your son download a lot of games?
    Speech
    294.389
    295.266
    19249257
    sounds like a bus
    Speech
    294.891
    297.141
    82477117
    #Amm Yeah, yeah he does, yeah.
    Speech
    297.637
    301.600
    19249257
    There's #Amm different packages that allow different
    Speech
    302.170
    302.848
    19249257
    #Amm
    Speech
    303.745
    305.410
    19249257
    download times for for games
    Speech
    306.064
    306.745
    19249257
    So
    Speech
    307.473
    308.076
    19249257
    #Amm
    Speech
    310.004
    311.358
    82477117
    Yeah, please tell me about them. [noise]
    Noise
    310.442
    310.841
    -
    -
    Speech
    312.586
    313.490
    19249257
    Yeah, we have from #Amm
    Speech
    315.410
    319.319
    19249257
    #Ah a highest of ten minutes, and then there's six minutes, and then there's #Amm
    Noise
    317.413
    317.574
    -
    Speech
    319.836
    320.805
    19249257
    three minutes as well.
    Speech
    321.322
    323.677
    19249257
    After that, after that it gets really quick. So,
    Speech
    324.201
    326.757
    19249257
    #Amm our more expensive packages are
    Speech
    327.797
    332.136
    19249257
    #Amm twenty-nine seconds and nineteen seconds, but those I think are for,
    Speech
    333.218
    337.165
    19249257
    #Ah I don't think you probably need those. therefore #Amm
    Speech
    338.031
    339.247
    19249257
    They're for really big households. So
    Speech
    339.809
    343.310
    19249257
    they allow #Ah twenty twenty and thirty six people to stream at the same time.
    Speech
    342.283
    343.024
    82477117
    [noise] I see
    Speech
    344.387
    345.470
    19249257
    #Amm But maybe
    Speech
    346.557
    351.781
    19249257
    May be your #Ah Core Fiber two hundred would be #Amm good for you because
    Speech
    347.725
    348.237
    82477117
    Okay.
    Speech
    352.725
    353.247
    19249257
    #Amm
    Speech
    353.812
    356.358
    19249257
    that has two hundred megabytes per second download speed.
    Speech
    356.829
    357.869
    19249257
    #Amm So
    Speech
    358.586
    359.055
    19249257
    #Ah should
    Speech
    359.600
    365.680
    19249257
    #Amm it should lag too much if #Ah your son is gaming all day and you and your husband want to download something to watch.
    Speech
    366.800
    369.629
    19249257
    #Amm #Amm Likewise, if you're watching something, it shouldn't
    Speech
    370.127
    372.576
    19249257
    lag much when your son is trying to download something either.
    Speech
    373.230
    380.187
    19249257
    #Amm It's got it's got a guaranteed #Ah download speed of hundred megabytes per second. So #Hmm
    Speech
    380.908
    384.177
    19249257
    you're you gonna to be okay. #Amm No matter what the Internet is doing, really.
    Speech
    385.362
    386.516
    19249257
    #Amm You've got.
    Speech
    386.860
    392.482
    82477117
    Okay, that sounds [noise] that sounds great. Can you tell me about the upload speed? [noise] #Mmm
    Speech
    392.411
    396.156
    19249257
    #Ah The upload speed for that one is #Ah twenty-seven megabytes per second.
    Speech
    397.326
    404.625
    19249257
    #Ah So that's also pretty good. It allows eight people to stream at the same time, so I don't know if you're #Amm going to have lots of guests
    Speech
    398.091
    398.564
    82477117
    Okay.
    Noise
    398.987
    399.437
    -
    -
    Noise
    403.350
    403.593
    -
    -
    Speech
    405.283
    407.485
    19249257
    #Amm on the <initial>WIFI</initial> #Amm
    Speech
    408.079
    411.048
    82477117
    Yeah, I I mean he might have his friends around sometimes. [noise]
    Speech
    410.959
    412.872
    19249257
    Yeah, yeah, it's a good point. They might want to
    Speech
    413.634
    414.605
    19249257
    #Amm you might all want to
    Speech
    415.262
    416.286
    19249257
    have the phones on so
    Speech
    417.148
    423.833
    19249257
    yeah, [noise] #Amm and then that one as well, you've got #Amm the game download speed #Amm
    Speech
    424.562
    425.271
    19249257
    is
    Speech
    425.992
    428.144
    19249257
    four point five megabytes, #Ah gigabytes
    Speech
    429.574
    435.206
    19249257
    #Ah across the board, #Amm , or they all have that but some of them are a bit quicker than others. So that one takes three minutes. So
    Noise
    435.773
    435.884
    -
    -
    Speech
    435.915
    438.901
    19249257
    #Amm even if he's an impatient teenager, I think three minutes is
    Speech
    439.812
    440.889
    19249257
    [noise] is a
    Speech
    441.449
    443.000
    19249257
    not something he's gonna to get too upset about.
    Speech
    444.060
    445.127
    19249257
    #Amm [noise] G
    Speech
    444.872
    447.331
    82477117
    Yeah, I'm sure he'll be very happy about that.
    Speech
    448.172
    452.504
    19249257
    [laugh] Yeah. #Amm So do you have, #Ah do you upload a lot of pictures as well?
    Speech
    454.853
    461.600
    82477117
    #Amm Yeah, yeah. My husband's a photographer, so [noise] yeah, he actually, #Amm he does take a lot of photos.
    Speech
    463.259
    464.473
    19249257
    #Ah Excellent. So it's, #Amm
    Noise
    463.406
    463.677
    -
    -
    Speech
    465.055
    467.939
    19249257
    you know, right uploads #Ah two hundred and fifty megabytes
    Speech
    468.889
    469.925
    19249257
    oh #Amm
    Speech
    470.677
    472.423
    19249257
    of pictures in one minute.
    Speech
    472.944
    474.350
    19249257
    So with this with this package, so
    Speech
    474.821
    477.295
    19249257
    he's he's taken a lot of pictures, what's (()) now and
    Speech
    478.132
    479.562
    19249257
    this one, it comes with, #Amm
    Speech
    480.115
    480.785
    19249257
    gonna am a needs now
    Speech
    481.889
    482.394
    19249257
    #Ah
    Speech
    483.213
    486.646
    19249257
    Okay #Ah this one comes with do you have a landline already? [noise]
    Speech
    488.995
    490.694
    82477117
    Yeah, we do #Amm [noise]
    Speech
    491.175
    496.271
    82477117
    Yeah, I'm not sure who it's it's currently with at the moment, but #Amm yeah.
    Speech
    497.865
    500.653
    19249257
    Well, #Ah this this comes with a landline as part of the package.
    Speech
    501.163
    503.509
    19249257
    #Amm Okay. We can we can #Amm
    Speech
    501.776
    502.338
    82477117
    [noise]Okay
    Speech
    504.435
    506.903
    19249257
    transfer your old number onto this one free of charge.
    Speech
    507.845
    511.451
    19249257
    So the landmine is not gonna to cost you any more. So
    Speech
    508.891
    509.540
    82477117
    Okay [noise]
    Speech
    512.666
    514.518
    19249257
    #Ah is that something that you'd be interested in?
    Speech
    516.211
    518.104
    82477117
    Yeah, that that would be good actually, yeah.
    Speech
    518.831
    523.394
    19249257
    Okay perfect #Amm So this package is #Ah from thirty- five pounds amount
    Noise
    523.408
    523.509
    -
    -
    Speech
    525.662
    526.259
    19249257
    the sound okay.
    Speech
    526.980
    543.802
    82477117
    [noise] If I consummate #Amm [noise] Okay, yeah, I think we're on about twenty-five at the moment for our current broadband, so, #Amm but it is isn't isn't very fast at the moment and we have been, #Amm yeah, you know, that's why [noise]
    Noise
    537.346
    537.677
    -
    -
    Speech
    544.557
    547.849
    82477117
    I'm looking to ch~ ch~ change that and
    Speech
    548.346
    557.363
    82477117
    make it quicker for, main~ mainly for my son really, but also because because the rest of the house, we just don't really get so much. #Amm My niece-son is [noise]
    Speech
    558.008
    559.365
    82477117
    My niece-son is games.
    Speech
    561.923
    567.975
    19249257
    Okay, well, #Ah this should be much better for you then. It's an extra ten pounds a month. So, #Amm yeah, perfect. Shall I
    Speech
    567.408
    567.817
    82477117
    yeah
    Speech
    568.937
    569.346
    19249257
    shall I
    Speech
    570.821
    573.375
    19249257
    #Amm send you all of this in an email so you can
    Speech
    574.000
    575.211
    19249257
    have a chat with your husband about it?
    Speech
    575.211
    579.024
    82477117
    Yeah, please. Please send it all over an email, that'd be great. Okay,
    Speech
    580.240
    586.518
    19249257
    Okay I'll send you everything to look at and then just get back in touch whenever you're ready and we'll get you sorted out.
    Speech
    588.331
    590.254
    82477117
    That's great, thank you so much for your help today.
    Speech
    591.899
    592.947
    19249257
    Oh, thank you. #Ah
    Speech
    593.432
    594.363
    19249257
    Have a great day.
    Speech
    595.350
    595.666
    19249257
    Bye. [noise]
    Speech
    596.201
    598.129
    82477117
    [noise]Yeah, you too. Thanks, bye.

    Dataset Details

    Card Head Line

    Language

    English

    Language code

    en-gb

    Country

    UK

    Accents

    English - East and Central Midlands, English - East Anglia ...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 & 16 khz

    Channel

    Stereo

    Audio file duration

    5-15 minutes

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    Prompt 2 Bg