The Application of Intelligent Voice Analysis Technology in the Customer Call Center of Telecom Operators

Call center is one of the most important means for telecom operators to provide after-sales service for customers. Every day, call center can produce a large number of voice data. But these data do not bring significant value to the enterprise. Recent years, the development of intelligent voice technology has brought a turning point for the operator call center. By using the intelligent voice technology, telecom operators can analyze user behavior characteristics. And then they can develop a behavioral warning, precision marketing and other business strategies. In this article, we introduce the key technologies of intelligent voice technology which could be used in call center. And base on the cloud computing technology, we point out the overall architecture and working mechanism of the intelligent voice analysis system. The new system architecture will bring great value to telecom operators.