English (US) Call Center Speech Dataset for Telecom

The audio dataset comprises call center conversations for the Telecom 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 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 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:

•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 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 Telecom 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 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

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	0.629	1.657	Speaker 2	Hello Futurebee.
Speech	3.137	4.022	Speaker 1	Hello Futurebee.
Speech	7.439	12.361	Speaker 1	[filler] Hi I, I, I want to set up a landline for my business.
Noise	12.662	12.916	-	-
Speech	12.928	14.230	Speaker 1	Whats you guys Spice (())
Speech	15.455	17.317	Speaker 2	[filler] Hi thank you for calling Spice
Speech	17.731	18.062	Speaker 2	point.
Speech	18.533	20.344	Speaker 2	[filler] we are happy to take your call today.
Speech	20.786	26.881	Speaker 2	[filler] thank you for asking about some pricing before. I give you that information. I just want to
Speech	27.361	29.643	Speaker 2	ask a little bit of information from you.
Speech	30.111	31.652	Speaker 2	[filler] Mr. whats your name?
Speech	33.817	35.447	Speaker 1	<PII>Holp<initial>HOLP</initial></PII>
Speech	34.612	36.585	Speaker 2	Okay Mr <PII>Holp</PII>. Got it.
Speech	37.143	40.817	Speaker 2	Well nice to meet you. I am [filler] a representative (())
Speech	41.664	46.155	Speaker 2	and I will be helping you today. So Mr. <PII>Holp</PII> what kind of business are you running?
Speech	49.090	51.195	Speaker 1	[filler] I actually run a (()).
Speech	51.902	58.448	Speaker 2	Okay (()) a business. And it sound like you will be having a store front for your landline. Is that correct?
Speech	60.966	66.153	Speaker 1	Yeah that is correct [filler] and we kind of outgrown the idea of having a cell phone for the contact.
Speech	66.691	68.602	Speaker 2	Got you. Okay I understand.
Speech	69.111	71.278	Speaker 2	And how many employees do you had Mr.<PII>Hope</PII> ?
Speech	73.602	74.587	Speaker 1	[filler] about fifty.
Speech	74.712	81.402	Speaker 2	Fifty employees okay. So are you thinking of having just one landline [filler] receiver
Speech	82.078	88.337	Speaker 2	or you thinking more receiver so that multiple employees can use that, the telephone at one time?
Speech	90.581	93.331	Speaker 1	[filler] I am not sure what a receiver is.
Speech	93.772	96.739	Speaker 1	but can I just tell you what I am trying to make happen [filler]?
Speech	98.105	99.084	Speaker 2	Sure go ahead and tell me.
Speech	99.706	103.176	Speaker 1	Okay so I want to have one
Speech	104.391	107.766	Speaker 1	phone line like one number but multiple extensions.
Speech	108.715	111.656	Speaker 1	[filler] and then of course each person can (()).
Speech	112.153	117.551	Speaker 1	someone call someone else if necessary and I want to have that four of those lines available.
Speech	119.557	125.061	Speaker 2	Perfect, Perfect, So when it comes to having the different extensions
Speech	125.504	128.841	Speaker 2	each, each person can have their own unit
Speech	129.615	133.532	Speaker 2	where you know thats what the actual phone is where you pick up the phone.
Speech	134.002	137.693	Speaker 2	That would be the receiver. So it sounds like you want four receivers.
Speech	139.424	140.550	Speaker 2	And they, okay.
Speech	139.788	140.717	Speaker 1	Yeah, yeah thats
Noise	141.556	142.229	-	-
Speech	143.126	144.008	Speaker 2	Okay perfect.
Speech	144.812	146.181	Speaker 2	And then you are looking to have
Speech	146.687	150.537	Speaker 2	[filler] each one has their own extension. Is that correct?
Speech	152.574	157.841	Speaker 1	Yeah and how difficult is it to add additional receivers or extensions
Speech	158.211	158.860	Speaker 1	down the road?
Speech	160.079	164.264	Speaker 2	Oh its extremely easy. We do it all the time. You know companys grow
Speech	164.717	167.656	Speaker 2	[filler] sometimes they even expand to different building
Speech	168.217	169.899	Speaker 2	[filler] or different location.
Speech	170.550	172.913	Speaker 2	And if that does happen, they are still able to keep
Speech	173.501	176.151	Speaker 2	[filler] keep everything under the same package.
Speech	177.109	179.811	Speaker 2	And even have it under the same phone number

TIME

TRANSCRIPT

0.629 - 1.657

Hello Futurebee.

3.137 - 4.022

Hello Futurebee.

7.439 - 12.361

[filler] Hi I, I, I want to set up a landline for my business.

12.662 - 12.916

12.928 - 14.230

Whats you guys Spice (())

15.455 - 17.317

[filler] Hi thank you for calling Spice

17.731 - 18.062

point.

18.533 - 20.344

[filler] we are happy to take your call today.

20.786 - 26.881

[filler] thank you for asking about some pricing before. I give you that information. I just want to

27.361 - 29.643

ask a little bit of information from you.

30.111 - 31.652

[filler] Mr. whats your name?

33.817 - 35.447

34.612 - 36.585

Okay Mr <PII>Holp</PII>. Got it.

37.143 - 40.817

Well nice to meet you. I am [filler] a representative (())

41.664 - 46.155

and I will be helping you today. So Mr. <PII>Holp</PII> what kind of business are you running?

49.090 - 51.195

[filler] I actually run a (()).

51.902 - 58.448

Okay (()) a business. And it sound like you will be having a store front for your landline. Is that correct?

60.966 - 66.153

Yeah that is correct [filler] and we kind of outgrown the idea of having a cell phone for the contact.

66.691 - 68.602

Got you. Okay I understand.

69.111 - 71.278

And how many employees do you had Mr.<PII>Hope</PII> ?

73.602 - 74.587

[filler] about fifty.

74.712 - 81.402

Fifty employees okay. So are you thinking of having just one landline [filler] receiver

82.078 - 88.337

or you thinking more receiver so that multiple employees can use that, the telephone at one time?

90.581 - 93.331

[filler] I am not sure what a receiver is.

93.772 - 96.739

but can I just tell you what I am trying to make happen [filler]?

98.105 - 99.084

Sure go ahead and tell me.

99.706 - 103.176

Okay so I want to have one

104.391 - 107.766

phone line like one number but multiple extensions.

108.715 - 111.656

[filler] and then of course each person can (()).

112.153 - 117.551

someone call someone else if necessary and I want to have that four of those lines available.

119.557 - 125.061

Perfect, Perfect, So when it comes to having the different extensions

125.504 - 128.841

each, each person can have their own unit

129.615 - 133.532

where you know thats what the actual phone is where you pick up the phone.

134.002 - 137.693

That would be the receiver. So it sounds like you want four receivers.

139.424 - 140.550

And they, okay.

139.788 - 140.717

Yeah, yeah thats

141.556 - 142.229

143.126 - 144.008

Okay perfect.

144.812 - 146.181

And then you are looking to have

146.687 - 150.537

[filler] each one has their own extension. Is that correct?

152.574 - 157.841

Yeah and how difficult is it to add additional receivers or extensions

158.211 - 158.860

down the road?

160.079 - 164.264

Oh its extremely easy. We do it all the time. You know companys grow

164.717 - 167.656

[filler] sometimes they even expand to different building

168.217 - 169.899

[filler] or different location.

170.550 - 172.913

And if that does happen, they are still able to keep

173.501 - 176.151

[filler] keep everything under the same package.

177.109 - 179.811

And even have it under the same phone number

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