Speech and Language Technology in Education (SLaTE 2013)
One of the prominent reason for ineffective communication in call center telephone conversations is primarily due to the manner in which the voice agents speak and not necessarily due to what they speak. Speaking rate, a non-linguistic aspect of speech, is a critical factor affecting intelligibility and comprehension of speech in general and specifically in call center telephone conversations. There have been attempts to monitor speaking rate of agents in a call center setup. However, there has been a paradigm shift to the conventional call centers with companies opting for home-agents. In this model the agents, unlike in the current call center setup, can operate virtually from anywhere using their mobile phones. In this paper, we present SpeakRite - a suite of mobile applications that can assist home-agents. While one of the components of SpeakRite analyzes the speaking rate during an ongoing telephone conversation and provides a real time feedback to assist the speaker modify his speaking rate, there are several other components that allow the home-agent to assess their speaking rate and learn to speak right themselves.
Index Terms: speaking rate, speech rate, mobile application, home-agents
Bibliographic reference. Ahmed, Imran / Pandharipande, Meghna / Kopparapu, Sunil Kumar (2013): "A suite of mobile applications to assist speaking at right speed", In SLaTE-2013, 106-108.