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English (India) Call Center Speech Dataset for BFSI
The audio dataset comprises call center conversations for the BFSI domain, featuring native English speakers from India. 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
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About this Off-the-shelf Speech Dataset
Introduction
Welcome to the Indian English Call Center Speech Dataset for the BFSI domain designed to enhance the development of call center speech recognition models specifically for the BFSI 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 BFSI domain, designed to build robust and accurate customer service speech technology.
•
Speakers:
60 People expert native Indian English speakers from the FutureBeeAI Community.
•
Regions:
Different states/provinces of India, ensuring a balanced representation of Indian 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.
•
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.
•Debit Card Block Request
•Home Loan Enquiry
•Transaction Disputes
•Credit Card Billing Dispute
•Account Closure Procedures
•Claim Procedures
•Premium Payments
•Policy Comparison
•Policy Cancellation or Lapse
•Insurance Renewal Options
•Retirement Planning
•Investment Risk Assessment Questionnaires
•Tax-efficient Investment Strategies
•Investment Performance Enquiry, and many more
•Credit Card Offers
•Loan Offers
•Loyalty Program Benefits
•Customer Satisfaction Surveys
•EMI Reminder Call
•Policy Upgrade Offers
•Claim Status Updates
•Policyholder Loyalty Benefits
•Insurance Policyholder Surveys
•Term Life Insurance Offer
•Investment Opportunities
•Retirement Savings Review, 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 BFSI domain call center conversational AI and ASR models for the Indian 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 Indian 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 BFSI domain. Potential use cases include:
•
Speech Recognition Models:
Training and fine-tuning speech recognition models for Indian 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 BFSI sector.
•
Smart Assistants and Chatbots:
Developing conversational agents and virtual assistants for customer service in the BFSI 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 BFSI 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.
•
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 BFSI domain call center audio dataset is created by FutureBeeAI and is available for commercial use.
Use Cases
Call Center Conversational AI
ASR
Chatbot
Language Modelling
TTS
Speech Analytics
Dataset Sample(s)
ATTRIBUTES
| Channel 1 | Channel 2 | Format |
|---|---|---|
| Female(37) | Female(24) | wav, json |
TRANSCRIPTION
| LABEL | START | END | CHANNEL | TRANSCRIPT |
|---|---|---|---|---|
| Speech | 1.283 | 2.068 | 89140390 | Hello future bee. |
| Speech | 2.478 | 3.303 | 26766751 | Hello future bee. |
| Speech | 5.116 | 12.084 | 89140390 | Good morning, ma'am. #Ah I'm being calling from the <initial>SBI</initial> Bank. We have received a complaint regarding your extra charges on <initial>EMI</initial>. |
| Speech | 13.685 | 15.398 | 26766751 | #Ah Yes, I have received. |
| Speech | 16.438 | 20.622 | 89140390 | #Ah ma'am may I know your #Ah loan reference number, please. |
| Speech | 22.247 | 24.741 | 26766751 | Okay, #Ah should I share the last four digit? |
| Speech | 25.849 | 26.391 | 89140390 | Yes ma'am. |
| Speech | 26.562 | 28.554 | 26766751 | #Ah It's <PII>four seven nine two</PII> |
| Speech | 30.992 | 37.351 | 89140390 | Thank you for confirming Ma'am #Ah Ma'am, did you (()) can I know what are the specific extra charges that you noticed in your <initial>EMI</initial> statement? |
| Speech | 38.180 | 44.203 | 26766751 | Okay, I am #Ah receiving from last month the extra charges of rupees sixteen hundred fifty. |
| Speech | 46.088 | 46.634 | 89140390 | Okay. |
| Speech | 46.853 | 50.160 | 26766751 | And I've paid that even in the last months. And this month also I have paid. |
| Speech | 47.992 | 48.514 | 89140390 | #Ah |
| Speech | 52.881 | 64.212 | 89140390 | #Hmm Ma'am, #Ah actually we noticed that your <initial>EMI</initial> was, was not paid on the time. And and so these are the late charges that has been applied for the <initial>EMI</initial> ma'am. |
| Speech | 65.929 | 70.678 | 26766751 | #Ah In the month of February and March, do you say that like I have paid my <initial>EMI</initial> late? |
| Speech | 71.634 | 84.877 | 89140390 | Yes, ma'am, #Ah #Ah of the day it was supposed to get deducted from your account, #Ah it, it it got canceled because of the less #Ah balance in your #Ah bank account because of which you know the when you re |
| Speech | 84.989 | 90.722 | 89140390 | initiated the <initial>EMI</initial> #Ah deduction, That is when we charge this extra charges, ma'am. |
| Speech | 92.443 | 108.132 | 26766751 | But my account was like there was money for the <initial>EMI</initial> because I keep money like on the first of every month that my <initial>EMI</initial> gets deducted on third, my <initial>EMI</initial> gets deducted on third. So on first my account was updated. I can show you the like my passbook update, |
| Speech | 110.670 | 124.244 | 89140390 | ma'am, because what we are seeing here, Ma'am, #Ah as per your previous details #Ah till the month of Jan~ January #Ah we did not find any such account balance issues #Ah because of which the extra charge was not happened |
| Speech | 124.403 | 138.053 | 89140390 | as you can notice that it's happened only last twice it's the reason ma'am because #Ah the day it was supposed to get #Ah deducted on third of February #Ah because of the less bank balance minimum balance that was required |
| Speech | 138.403 | 145.405 | 89140390 | it was #Ah after deducting the <initial>EMI</initial> amount it was getting more lesser than that because of which we did not deduct on that day. |
| Speech | 145.953 | 153.728 | 89140390 | And the late charges are applied after some days when you came back to us telling that the <initial>EMI</initial> amount was not deducted on that day? |
| Speech | 155.387 | 170.184 | 26766751 | #Ah Yes, I approached the bank because my <initial>EMI</initial> amount was not being deducted till seventh of the month. Like till seventh February, my <initial>EMI</initial> amount amount was not deducted. That's why I approach the Bank because on the first of February, I have kept my money for <initial>EMI</initial> |
| Speech | 170.754 | 180.567 | 26766751 | but still it got bounced and still I got the extra charges. Even I paid the extra charge. Then again, in this month, the same thing happened. That's why I have raised an inquiry. |
| Speech | 182.790 | 192.065 | 89140390 | #Ah Ma'am #Ah may I know last month when this late thing happen, did you reach out to any of the customer service person or it was directly you approached the bank? |
| Speech | 193.308 | 205.220 | 26766751 | No, I directly approached to the bank, #Ah like my nearest <initial>SBI</initial> bank for the inquiry. They told me to #Ah connect with the person who has like given me the loan. |
| Speech | 205.894 | 206.380 | 26766751 | So |
| Speech | 206.443 | 208.192 | 89140390 | loan incharge. Yes ma'am yes. |
| Speech | 207.121 | 210.432 | 26766751 | Yeah, the loan incharge, then I connected with that person and he told that |
| Speech | 210.906 | 213.308 | 26766751 | this, #Ah like the way you are telling that |
| Speech | 214.543 | 219.981 | 26766751 | the money is being, the money was not there. That's why it got deducted. The deduction was not done. That's why the penalty was paid. |
| Speech | 221.615 | 222.348 | 26766751 | So but |
| Speech | 222.284 | 235.141 | 89140390 | #Ah ma'am, it might I'm sorry for the inconvenience that is caused. It might have happened that because you did not raise your complaint to the customer service last month, It was not rectified by the banking officials |
| Speech | 235.400 | 249.025 | 89140390 | #Ah as you reached your own loan in charge directly. #Ah This time also we would like to tell you that #Ah #Amm you okay we, I will also note~ keep it noted here that this been happening twice. |
| Speech | 249.448 | 258.073 | 89140390 | #Ah This time also, I'm sorry for the inconvenience, but you'll have to go back to your loan incharge and ask him to update in the banking records |
| Speech | 259.352 | 270.157 | 89140390 | that has this been happening. And #Ah #Ah we need to check with your #Ah savings account bank #Ah in charge also like #Ah why is this happening? |
| Speech | 270.368 | 274.436 | 89140390 | They need to give us the updated statement so that these extra charges are not applied. |
| Speech | 275.193 | 276.958 | 89140390 | I'm sorry for the inconvenience. |
| Speech | 276.153 | 280.289 | 26766751 | Yes, yes I will. Yes, yes I will okay I will #Ah what (()) |
| Speech | 278.783 | 280.683 | 89140390 | As you know ma'am the loan department |
| Speech | 281.141 | 291.324 | 89140390 | #Ah Yes ma'am. #Ah Just two minutes. As you know, the loan department works differently from the banking account. #Ah What happens is sometimes these discrepancies happen. |
| Speech | 291.595 | 303.974 | 89140390 | #Ah So just make sure that you tell your banking representative to just #Ah keep this updated. It and from next time ma'am for any such issues that's been automatically deducted from your account. |
| Speech | 304.277 | 306.954 | 89140390 | First please approach your customer service ma'am. |
| Speech | 308.902 | 312.564 | 26766751 | Okay sure I will and I will provide all my details if needed now. |
| Speech | 309.070 | 309.759 | 89140390 | Thank you ma'am. |
| Noise | 311.058 | 311.217 | - | - |
| Speech | 313.576 | 317.141 | 89140390 | Yes ma'am. Thank you so much for your time ma'am. #Ah I'm sorry for the inconvenience. |
| Speech | 315.504 | 316.018 | 26766751 | Thank you. |
TRANSCRIPTION
| TIME | TRANSCRIPT |
|---|---|
| 1.283 2.068 | Hello future bee. |
| 2.478 3.303 | Hello future bee. |
| 5.116 12.084 | Good morning, ma'am. #Ah I'm being calling from the <initial>SBI</initial> Bank. We have received a complaint regarding your extra charges on <initial>EMI</initial>. |
| 13.685 15.398 | #Ah Yes, I have received. |
| 16.438 20.622 | #Ah ma'am may I know your #Ah loan reference number, please. |
| 22.247 24.741 | Okay, #Ah should I share the last four digit? |
| 25.849 26.391 | Yes ma'am. |
| 26.562 28.554 | #Ah It's <PII>four seven nine two</PII> |
| 30.992 37.351 | Thank you for confirming Ma'am #Ah Ma'am, did you (()) can I know what are the specific extra charges that you noticed in your <initial>EMI</initial> statement? |
| 38.180 44.203 | Okay, I am #Ah receiving from last month the extra charges of rupees sixteen hundred fifty. |
| 46.088 46.634 | Okay. |
| 46.853 50.160 | And I've paid that even in the last months. And this month also I have paid. |
| 47.992 48.514 | #Ah |
| 52.881 64.212 | #Hmm Ma'am, #Ah actually we noticed that your <initial>EMI</initial> was, was not paid on the time. And and so these are the late charges that has been applied for the <initial>EMI</initial> ma'am. |
| 65.929 70.678 | #Ah In the month of February and March, do you say that like I have paid my <initial>EMI</initial> late? |
| 71.634 84.877 | Yes, ma'am, #Ah #Ah of the day it was supposed to get deducted from your account, #Ah it, it it got canceled because of the less #Ah balance in your #Ah bank account because of which you know the when you re |
| 84.989 90.722 | initiated the <initial>EMI</initial> #Ah deduction, That is when we charge this extra charges, ma'am. |
| 92.443 108.132 | But my account was like there was money for the <initial>EMI</initial> because I keep money like on the first of every month that my <initial>EMI</initial> gets deducted on third, my <initial>EMI</initial> gets deducted on third. So on first my account was updated. I can show you the like my passbook update, |
| 110.670 124.244 | ma'am, because what we are seeing here, Ma'am, #Ah as per your previous details #Ah till the month of Jan~ January #Ah we did not find any such account balance issues #Ah because of which the extra charge was not happened |
| 124.403 138.053 | as you can notice that it's happened only last twice it's the reason ma'am because #Ah the day it was supposed to get #Ah deducted on third of February #Ah because of the less bank balance minimum balance that was required |
| 138.403 145.405 | it was #Ah after deducting the <initial>EMI</initial> amount it was getting more lesser than that because of which we did not deduct on that day. |
| 145.953 153.728 | And the late charges are applied after some days when you came back to us telling that the <initial>EMI</initial> amount was not deducted on that day? |
| 155.387 170.184 | #Ah Yes, I approached the bank because my <initial>EMI</initial> amount was not being deducted till seventh of the month. Like till seventh February, my <initial>EMI</initial> amount amount was not deducted. That's why I approach the Bank because on the first of February, I have kept my money for <initial>EMI</initial> |
| 170.754 180.567 | but still it got bounced and still I got the extra charges. Even I paid the extra charge. Then again, in this month, the same thing happened. That's why I have raised an inquiry. |
| 182.790 192.065 | #Ah Ma'am #Ah may I know last month when this late thing happen, did you reach out to any of the customer service person or it was directly you approached the bank? |
| 193.308 205.220 | No, I directly approached to the bank, #Ah like my nearest <initial>SBI</initial> bank for the inquiry. They told me to #Ah connect with the person who has like given me the loan. |
| 205.894 206.380 | So |
| 206.443 208.192 | loan incharge. Yes ma'am yes. |
| 207.121 210.432 | Yeah, the loan incharge, then I connected with that person and he told that |
| 210.906 213.308 | this, #Ah like the way you are telling that |
| 214.543 219.981 | the money is being, the money was not there. That's why it got deducted. The deduction was not done. That's why the penalty was paid. |
| 221.615 222.348 | So but |
| 222.284 235.141 | #Ah ma'am, it might I'm sorry for the inconvenience that is caused. It might have happened that because you did not raise your complaint to the customer service last month, It was not rectified by the banking officials |
| 235.400 249.025 | #Ah as you reached your own loan in charge directly. #Ah This time also we would like to tell you that #Ah #Amm you okay we, I will also note~ keep it noted here that this been happening twice. |
| 249.448 258.073 | #Ah This time also, I'm sorry for the inconvenience, but you'll have to go back to your loan incharge and ask him to update in the banking records |
| 259.352 270.157 | that has this been happening. And #Ah #Ah we need to check with your #Ah savings account bank #Ah in charge also like #Ah why is this happening? |
| 270.368 274.436 | They need to give us the updated statement so that these extra charges are not applied. |
| 275.193 276.958 | I'm sorry for the inconvenience. |
| 276.153 280.289 | Yes, yes I will. Yes, yes I will okay I will #Ah what (()) |
| 278.783 280.683 | As you know ma'am the loan department |
| 281.141 291.324 | #Ah Yes ma'am. #Ah Just two minutes. As you know, the loan department works differently from the banking account. #Ah What happens is sometimes these discrepancies happen. |
| 291.595 303.974 | #Ah So just make sure that you tell your banking representative to just #Ah keep this updated. It and from next time ma'am for any such issues that's been automatically deducted from your account. |
| 304.277 306.954 | First please approach your customer service ma'am. |
| 308.902 312.564 | Okay sure I will and I will provide all my details if needed now. |
| 309.070 309.759 | Thank you ma'am. |
| 311.058 311.217 | - |
| 313.576 317.141 | Yes ma'am. Thank you so much for your time ma'am. #Ah I'm sorry for the inconvenience. |
| 315.504 316.018 | Thank you. |
Dataset Demographics
Language
English
Language code
en-In
Country
India
Accents
Chandigarh,...more
Gender Distribution
M:60, F:40
Age Group
18-70
Audio File Details
Environment
Silent, Noisy
Bit Depth
16 bit
Format
wav
Sample rate
8khz & 16khz
Channel
Stereo
Audio file duration
5-15 minutes
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