Computational modelling of speech data integration to assess interactions in B2B sales calls

Vered Silber-Varod, Anat Lerner, Nehoray Carmi, Daphna Amit, Yonathan Guttel, Chris Orlob, Omri Allouche

نتاج البحث: فصل من :كتاب / تقرير / مؤتمرمنشور من مؤتمرمراجعة النظراء

ملخص

The business sector now recognizes the value of Conversation Intelligence in understanding patterns, structures and insights of authentic conversation. Using machine learning methods, companies process massive amount of data about conversation content, vocal features and even speaker body gestures of spoken conversations. This study is a Work-in-Progress (WIP), aimed to modeling the dynamics between sales representatives and customers in business-to-business (B2B) sales calls, by relying solely on the acoustic signal. To this end, we analyze 358 sales calls at the Discovery phase. To model the conversations, we compute a basic set of acoustic features: Talk proportions, F0, intensity, harmonics-to-noise ratio (HNR), jitter, and shimmer. The plots of each acoustic feature reveal the interactions and common behavior across calls, on one hand, and within calls, on the other. The study demonstrates that using delta metrics to assess the interactions leads to new insights.

اللغة الأصليةالإنجليزيّة
عنوان منشور المضيفProceedings - 2019 IEEE 5th International Conference on Big Data Intelligence and Computing, DataCom 2019
ناشرInstitute of Electrical and Electronics Engineers Inc.
الصفحات152-157
عدد الصفحات6
رقم المعيار الدولي للكتب (الإلكتروني)9781728141176
المعرِّفات الرقمية للأشياء
حالة النشرنُشِر - 2019
الحدث5th IEEE International Conference on Big Data Intelligence and Computing, DataCom 2019 - Kaohsiung, تيوان
المدة: ١٨ نوفمبر ٢٠١٩٢١ نوفمبر ٢٠١٩

سلسلة المنشورات

الاسمProceedings - 2019 IEEE 5th International Conference on Big Data Intelligence and Computing, DataCom 2019

!!Conference

!!Conference5th IEEE International Conference on Big Data Intelligence and Computing, DataCom 2019
الدولة/الإقليمتيوان
المدينةKaohsiung
المدة١٨/١١/١٩٢١/١١/١٩

ملاحظة ببليوغرافية

Publisher Copyright:
© 2019 IEEE.

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