{"id":"https://openalex.org/W2156804424","doi":"https://doi.org/10.1109/icassp.2006.1660089","title":"Automated Quality Monitoring in the Call Center with ASR and Maximum Entropy","display_name":"Automated Quality Monitoring in the Call Center with ASR and Maximum Entropy","publication_year":2006,"publication_date":"2006-08-03","ids":{"openalex":"https://openalex.org/W2156804424","doi":"https://doi.org/10.1109/icassp.2006.1660089","mag":"2156804424"},"language":"en","primary_location":{"id":"doi:10.1109/icassp.2006.1660089","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icassp.2006.1660089","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2006 IEEE International Conference on Acoustics Speed and Signal Processing Proceedings","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5069954850","display_name":"Geoffrey Zweig","orcid":null},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"G. Zweig","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5005881531","display_name":"Olivier Siohan","orcid":null},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"O. Siohan","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079994647","display_name":"George Saon","orcid":"https://orcid.org/0009-0004-6837-5009"},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"G. Saon","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071715737","display_name":"Bhuvana Ramabhadran","orcid":null},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"B. Ramabhadran","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5084286453","display_name":"Daniel Povey","orcid":"https://orcid.org/0000-0002-0611-3634"},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"D. Povey","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5019973376","display_name":"Lidia Mangu","orcid":null},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"L. Mangu","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5003725957","display_name":"Brian Kingsbury","orcid":"https://orcid.org/0000-0002-1343-6837"},"institutions":[{"id":"https://openalex.org/I4210114115","display_name":"IBM Research - Thomas J. Watson Research Center","ror":"https://ror.org/0265w5591","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"B. Kingsbury","raw_affiliation_strings":["IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Thomas J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I4210114115"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210114115"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":19,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"1","issue":null,"first_page":"I","last_page":"589"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10201","display_name":"Speech Recognition and Synthesis","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10860","display_name":"Speech and Audio Processing","score":0.9987000226974487,"subfield":{"id":"https://openalex.org/subfields/1711","display_name":"Signal Processing"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7041049003601074},{"id":"https://openalex.org/keywords/speech-recognition","display_name":"Speech recognition","score":0.6250271797180176},{"id":"https://openalex.org/keywords/ibm","display_name":"IBM","score":0.5539537668228149},{"id":"https://openalex.org/keywords/desk","display_name":"Desk","score":0.5276787877082825},{"id":"https://openalex.org/keywords/entropy","display_name":"Entropy (arrow of time)","score":0.5121579170227051},{"id":"https://openalex.org/keywords/estimator","display_name":"Estimator","score":0.4877258241176605},{"id":"https://openalex.org/keywords/active-listening","display_name":"Active listening","score":0.4439191520214081},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.3977234363555908},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"Natural language processing","score":0.3911379277706146},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.1724642813205719},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.155915766954422}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7041049003601074},{"id":"https://openalex.org/C28490314","wikidata":"https://www.wikidata.org/wiki/Q189436","display_name":"Speech recognition","level":1,"score":0.6250271797180176},{"id":"https://openalex.org/C70388272","wikidata":"https://www.wikidata.org/wiki/Q5968558","display_name":"IBM","level":2,"score":0.5539537668228149},{"id":"https://openalex.org/C2776545233","wikidata":"https://www.wikidata.org/wiki/Q1064858","display_name":"Desk","level":2,"score":0.5276787877082825},{"id":"https://openalex.org/C106301342","wikidata":"https://www.wikidata.org/wiki/Q4117933","display_name":"Entropy (arrow of time)","level":2,"score":0.5121579170227051},{"id":"https://openalex.org/C185429906","wikidata":"https://www.wikidata.org/wiki/Q1130160","display_name":"Estimator","level":2,"score":0.4877258241176605},{"id":"https://openalex.org/C177291462","wikidata":"https://www.wikidata.org/wiki/Q423038","display_name":"Active listening","level":2,"score":0.4439191520214081},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3977234363555908},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.3911379277706146},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.1724642813205719},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.155915766954422},{"id":"https://openalex.org/C171250308","wikidata":"https://www.wikidata.org/wiki/Q11468","display_name":"Nanotechnology","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C192562407","wikidata":"https://www.wikidata.org/wiki/Q228736","display_name":"Materials science","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1109/icassp.2006.1660089","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icassp.2006.1660089","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2006 IEEE International Conference on Acoustics Speed and Signal Processing Proceedings","raw_type":"proceedings-article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.188.436","is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.188.436","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://research.microsoft.com/en-us/um/people/gzweig/pubs/icassp06a.pdf","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.47999998927116394}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W216150202","https://openalex.org/W1550863320","https://openalex.org/W1676280465","https://openalex.org/W2096175520","https://openalex.org/W2113577323","https://openalex.org/W2125610823","https://openalex.org/W2127095586","https://openalex.org/W2168445097","https://openalex.org/W6608632212","https://openalex.org/W6674650171","https://openalex.org/W6678854900","https://openalex.org/W6685064427"],"related_works":["https://openalex.org/W3126131865","https://openalex.org/W2317723112","https://openalex.org/W2475724061","https://openalex.org/W2032830291","https://openalex.org/W2773393136","https://openalex.org/W4253186488","https://openalex.org/W2174706483","https://openalex.org/W2997121352","https://openalex.org/W2390832629","https://openalex.org/W419536403"],"abstract_inverted_index":{"This":[0,88],"paper":[1],"describes":[2],"an":[3],"automated":[4],"system":[5,16,125,160],"for":[6,48,152],"assigning":[7],"quality":[8,69],"scores":[9],"to":[10,26,30,63,83],"recorded":[11],"call":[12,96],"center":[13],"conversations.":[14],"The":[15,124],"combines":[17],"speech":[18],"recognition,":[19],"pattern":[20,55],"matching,":[21],"and":[22,45,80,82,116,141],"maximum":[23,102],"entropy":[24,103],"classification":[25],"rank":[27],"calls":[28,132,166,177],"according":[29],"their":[31],"measured":[32],"quality.":[33],"Calls":[34],"at":[35],"both":[36],"end":[37],"of":[38,67,94,108,119,131,156,164,174],"the":[39,58,75,92,117,162,171],"spectrum":[40],"are":[41,168],"flagged":[42],"as":[43,73,99,112],"\"interesting\"":[44],"made":[46],"available":[47],"further":[49],"human":[50],"monitoring.":[51],"In":[52],"this":[53,159],"process,":[54],"matching":[56],"on":[57,105,128],"ASR":[59],"transcript":[60],"is":[61,89,126],"used":[62],"answer":[64],"a":[65,85,95,106,129,153],"set":[66,107,130],"standard":[68],"control":[70],"questions":[71],"such":[72,111],"\"did":[74],"agent":[76],"use":[77],"courteous":[78],"words":[79],"phrases,\"":[81],"generate":[84],"question-based":[86],"score.":[87],"interpolated":[90],"with":[91,133],"probability":[93],"being":[97],"\"bad,\"":[98],"determined":[100],"by":[101],"operating":[104],"ASR-derived":[109],"features":[110],"\"maximum":[113],"silence":[114],"length\"":[115],"occurrence":[118],"selected":[120],"n-gram":[121],"word":[122],"sequences.":[123],"trained":[127],"associated":[134],"manual":[135],"evaluation":[136],"forms.":[137],"We":[138],"present":[139],"precision":[140],"recall":[142],"results":[143],"from":[144],"IBM's":[145],"North":[146],"American":[147],"Help":[148],"Desk":[149],"indicating":[150],"that":[151,167],"given":[154],"amount":[155],"listening":[157],"effort,":[158],"triples":[161],"number":[163],"bad":[165],"identified,":[169],"over":[170],"current":[172],"policy":[173],"randomly":[175],"sampling":[176]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":2}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}