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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.

Total Volume

30 Speech Hours

Last updated

Jun 2024

Number of participants

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English (India) call center audio recording for BFSI industry

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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.

•Participant Diversity:

•

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.

•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:

•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

•Outbound Calls:

•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.

•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 BFSI 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)

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.