Instruct: Identify the main and secondary category of Arxiv papers based on the titles and abstracts
Query: A combined approach to the analysis of speech conversations in a contact
  center domain   The ever more accurate search for deep analysis in customer data is a really
strong technological trend nowadays, quite appealing to both private and public
companies. This is particularly true in the contact center domain, where speech
analytics is an extremely powerful methodology for gaining insights from
unstructured data, coming from customer and human agent conversations. In this
work, we describe an experimentation with a speech analytics process for an
Italian contact center, that deals with call recordings extracted from inbound
or outbound flows. First, we illustrate in detail the development of an
in-house speech-to-text solution, based on Kaldi framework, and evaluate its
performance (and compare it to Google Cloud Speech API). Then, we evaluate and
compare different approaches to the semantic tagging of call transcripts,
ranging from classic regular expressions to machine learning models based on
ngrams and logistic regression, and propose a combination of them, which is
shown to provide a consistent benefit. Finally, a decision tree inducer, called
J48S, is applied to the problem of tagging. Such an algorithm is natively
capable of exploiting sequential data, such as texts, for classification
purposes. The solution is compared with the other approaches and is shown to
provide competitive classification performances, while generating highly
interpretable models and reducing the complexity of the data preparation phase.
The potential operational impact of the whole process is thoroughly examined.

8
The categories of this paper are: hep-ex
34
The categories of this paper are: chem-ph
16
The categories of this paper are: stat
13
The categories of this paper are: quant-ph
21
The categories of this paper are: adap-org
31
The categories of this paper are: ao-sci
35
The categories of this paper are: mtrl-th
5
The categories of this paper are: gr-qc
23
The categories of this paper are: solv-int
26
The categories of this paper are: bayes-an
0
The categories of this paper are: hep-ph
36
The categories of this paper are: cmp-lg
2
The categories of this paper are: math
37
The categories of this paper are: supr-con
6
The categories of this paper are: astro-ph
12
The categories of this paper are: nucl-th