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English (US) Call Center Speech Dataset for Delivery & Logistics
The audio dataset comprises call center conversations for the Delivery & Logistics domain, featuring native English speakers from US. 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 US English Call Center Speech Dataset for the Delivery and Logistics domain designed to enhance the development of call center speech recognition models specifically for the Delivery and Logistics 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 xscenarios related to the Delivery and Logistics domain, designed to build robust and accurate customer service speech technology.
•
Speakers:
60 expert native US English speakers from the FutureBeeAI Community.
•
Regions:
Different states/provinces of United States of America, ensuring a balanced representation of US 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.
•Order Tracking
•Delivery Complaint
•Undeliverable Address
•Delivery Method Selection
•Return Process Enquiry
•Order Modification, and many more
•Delivery Confirmation
•Delivery Subscription
•Incorrect Address
•Missed Delivery Attempt
•Delivery Feedback
•Out-of-Stock Notification
•Delivery Satisfaction Survey, 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 Delivery and Logistics domain call center conversational AI and ASR models for the US 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 US 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 Delivery and Logistics domain. Potential use cases include:
•
Speech Recognition Models:
Training and fine-tuning speech recognition models for US 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 Delivery and Logistics sector.
•
Smart Assistants and Chatbots:
Developing conversational agents and virtual assistants for customer service in the Delivery and Logistics 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 Delivery and Logistics 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 Delivery and Logistics 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 |
|---|---|---|
| Male(29) | Female(24) | wav, json |
TRANSCRIPTION
| LABEL | START | END | CHANNEL | TRANSCRIPT |
|---|---|---|---|---|
| Speech | 0.892 | 1.839 | Speaker 1 | Hello Futurebee. |
| Speech | 3.100 | 4.121 | Speaker 2 | Hello Futurebee. |
| Speech | 7.232 | 10.375 | Speaker 1 | Hi. This is Futurebee Logistics and Delivery. How can I help you? |
| Speech | 11.775 | 17.411 | Speaker 2 | Hey. [filler], I am calling, I am getting married in, in two weeks. |
| Speech | 18.062 | 19.068 | Speaker 2 | and |
| Speech | 18.989 | 19.507 | Speaker 1 | Congrats. |
| Speech | 19.939 | 21.753 | Speaker 2 | Yeah. Thank you. Thanks.[filler] |
| Speech | 22.291 | 26.756 | Speaker 2 | We are having a destination wedding and it has been kind of a disaster. |
| Speech | 28.021 | 31.001 | Speaker 2 | So we had to[filler] switch |
| Speech | 31.626 | 36.530 | Speaker 2 | Logistics and Delivery company last minute. So I need you to get me some prices |
| Speech | 37.579 | 40.637 | Speaker 2 | and [filler], an estimated delivery time |
| Speech | 41.378 | 43.811 | Speaker 2 | [filler] for various items that I need. Can you do that? |
| Speech | 45.420 | 48.134 | Speaker 1 | Yeah. Absolutely, absolutely. Where is the destination wedding? |
| Speech | 48.917 | 51.408 | Speaker 2 | [filler] it is in Miami, Florida. |
| Speech | 52.667 | 60.344 | Speaker 1 | Miami, okay. Alrighty.[filler] We actually do have a branch near Miami. [filler] What are you trying to get delivered? |
| Speech | 62.149 | 71.308 | Speaker 2 | Okay, so I have a guy in North Carolina that is going to be sending fresh, [filler], fresh flowers. |
| Speech | 71.915 | 76.730 | Speaker 2 | The, they are not for my bouquet. They are just for decorating [filler], the aisle. |
| Speech | 77.260 | 80.709 | Speaker 2 | So he is going to be sending about ten pounds |
| Speech | 81.349 | 83.819 | Speaker 2 | of fresh flowers. So those need to be kept closed. |
| Speech | 84.834 | 88.185 | Speaker 2 | and delivered as fast as possible so they do not wilt. |
| Speech | 88.941 | 90.623 | Speaker 2 | That is number one. You got that? |
| Speech | 92.575 | 94.623 | Speaker 1 | Yeah. Yeah give me one second. |
| Speech | 95.566 | 97.447 | Speaker 1 | [filler] North Carolina, |
| Speech | 98.153 | 99.188 | Speaker 1 | fresh flowers |
| Speech | 100.468 | 101.549 | Speaker 1 | ten pound |
| Speech | 103.215 | 104.209 | Speaker 1 | [filler] |
| Speech | 108.433 | 112.375 | Speaker 1 | Okay I have got that [filler] do you also have his contact information? |
| Speech | 113.325 | 119.108 | Speaker 2 | [filler] yeah If you give me your email, give me the email of your company, I can |
| Speech | 120.319 | 126.531 | Speaker 2 | But I, I want to talk to you first. But if I decide to go through it, then I will go ahead and email you all the details that you want. |
| Speech | 128.598 | 132.251 | Speaker 1 | Okay. Alright. That is great. [filler] our email is futurebee |
| Speech | 134.026 | 134.917 | Speaker 1 | dot delivery |
| Speech | 135.716 | 136.711 | Speaker 1 | at gmail dot com. |
| Speech | 137.449 | 138.341 | Speaker 2 | Okay I got it. |
| Speech | 140.747 | 143.741 | Speaker 1 | Okay. [filler] you get the flowers from North Carolina whatever |
| Speech | 141.520 | 141.895 | Speaker 2 | Okay. |
| Speech | 144.108 | 149.722 | Speaker 2 | Yes okay. And then we are having [filler] a special [filler] cake |
| Speech | 150.592 | 153.568 | Speaker 2 | made by I do not know, if you have heard of him |
| Speech | 153.860 | 153.989 | Speaker 2 | [noise] |
| Speech | 154.364 | 156.479 | Speaker 2 | his name is Guy Ferreri |
| Speech | 157.473 | 158.818 | Speaker 2 | He is making us |
| Speech | 159.229 | 160.360 | Speaker 2 | [filler], custom cake |
| Speech | 161.097 | 165.097 | Speaker 2 | And right now he is in New York. So we are going to need to have that cake |
| Speech | 165.925 | 169.205 | Speaker 2 | shipped from New York to Miami, Florida. |
| Speech | 169.923 | 173.401 | Speaker 2 | And again it needs to stay cold, stay intact |
| Speech | 174.645 | 177.866 | Speaker 2 | and needs to stay as fresh as possible because I do not want to feed my guests |
| Speech | 178.745 | 183.574 | Speaker 2 | a stale cake. So have you guys delivered food items before like that? |
TRANSCRIPTION
| TIME | TRANSCRIPT |
|---|---|
| 0.892 1.839 | Hello Futurebee. |
| 3.100 4.121 | Hello Futurebee. |
| 7.232 10.375 | Hi. This is Futurebee Logistics and Delivery. How can I help you? |
| 11.775 17.411 | Hey. [filler], I am calling, I am getting married in, in two weeks. |
| 18.062 19.068 | and |
| 18.989 19.507 | Congrats. |
| 19.939 21.753 | Yeah. Thank you. Thanks.[filler] |
| 22.291 26.756 | We are having a destination wedding and it has been kind of a disaster. |
| 28.021 31.001 | So we had to[filler] switch |
| 31.626 36.530 | Logistics and Delivery company last minute. So I need you to get me some prices |
| 37.579 40.637 | and [filler], an estimated delivery time |
| 41.378 43.811 | [filler] for various items that I need. Can you do that? |
| 45.420 48.134 | Yeah. Absolutely, absolutely. Where is the destination wedding? |
| 48.917 51.408 | [filler] it is in Miami, Florida. |
| 52.667 60.344 | Miami, okay. Alrighty.[filler] We actually do have a branch near Miami. [filler] What are you trying to get delivered? |
| 62.149 71.308 | Okay, so I have a guy in North Carolina that is going to be sending fresh, [filler], fresh flowers. |
| 71.915 76.730 | The, they are not for my bouquet. They are just for decorating [filler], the aisle. |
| 77.260 80.709 | So he is going to be sending about ten pounds |
| 81.349 83.819 | of fresh flowers. So those need to be kept closed. |
| 84.834 88.185 | and delivered as fast as possible so they do not wilt. |
| 88.941 90.623 | That is number one. You got that? |
| 92.575 94.623 | Yeah. Yeah give me one second. |
| 95.566 97.447 | [filler] North Carolina, |
| 98.153 99.188 | fresh flowers |
| 100.468 101.549 | ten pound |
| 103.215 104.209 | [filler] |
| 108.433 112.375 | Okay I have got that [filler] do you also have his contact information? |
| 113.325 119.108 | [filler] yeah If you give me your email, give me the email of your company, I can |
| 120.319 126.531 | But I, I want to talk to you first. But if I decide to go through it, then I will go ahead and email you all the details that you want. |
| 128.598 132.251 | Okay. Alright. That is great. [filler] our email is futurebee |
| 134.026 134.917 | dot delivery |
| 135.716 136.711 | at gmail dot com. |
| 137.449 138.341 | Okay I got it. |
| 140.747 143.741 | Okay. [filler] you get the flowers from North Carolina whatever |
| 141.520 141.895 | Okay. |
| 144.108 149.722 | Yes okay. And then we are having [filler] a special [filler] cake |
| 150.592 153.568 | made by I do not know, if you have heard of him |
| 153.860 153.989 | [noise] |
| 154.364 156.479 | his name is Guy Ferreri |
| 157.473 158.818 | He is making us |
| 159.229 160.360 | [filler], custom cake |
| 161.097 165.097 | And right now he is in New York. So we are going to need to have that cake |
| 165.925 169.205 | shipped from New York to Miami, Florida. |
| 169.923 173.401 | And again it needs to stay cold, stay intact |
| 174.645 177.866 | and needs to stay as fresh as possible because I do not want to feed my guests |
| 178.745 183.574 | a stale cake. So have you guys delivered food items before like that? |
Dataset Demographics
Language
English
Language code
en-us
Country
USA
Accents
Arizona,...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
Dual separate channel
Audio file duration
5-15 minutes
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