Using a Deep Neural Network for Automated Call Scoring (Part 1) - DZone AI

Call scoring is a crucial part of a call center quality assurance. It enables organizations to fine-tune the workflow so that call center agents can do their job faster and more efficiently, and also avoid meaningless routine work. With call center productivity in mind, our R&D team has been working on automated call scoring for the last couple of months. They've come up with an algorithm that processes all incoming calls and divides them into suspicious and neutral. All calls that are defined as suspicious go directly to a quality assurance team.