Abstract
In this paper, we describe an automatic real-time quality assurance system QART (pronounced cart) for contact center chats. QART performs multi-faceted analysis on dialogue utterances, as they happen, using sophisticated statistical and rule-based natural language processing (NLP) techniques. It covers various aspects inspired by today's Quality Assurance and Customer Satisfaction Scoring(C-Sat) practices as well as introduces novel components such as incremental dialogue summarization capability. QART front-end is an interactive dashboard providing views of ongoing dialogues at different granularity, enabling contact center supervisors to monitor and take corrective actions as needed. It is developed on state of the art stream computing platform Apache Spark Streaming with HBase datastore and Python Flask front end.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
