Papers by Shashi Bhushan
AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching (2023.acl-industry)
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| Challenge: | In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. |
| Approach: | They present a transformer-based pairwise sentence classification model that analyzes call transcripts to determine which calls are most relevant for coaching purposes. |
| Outcome: | The proposed model can determine which calls are most relevant for coaching purposes based on quality assurance queries/questions asked by managers or supervisors . |