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<Paper uid="N06-4011">
  <Title>AUTOMATEDQUALITYMONITORINGFORCALLCENTERSUSINGSPEECHANDNLP TECHNOLOGIES</Title>
  <Section position="8" start_page="294" end_page="294" type="concl">
    <SectionTitle>
5. CONCLUSION
</SectionTitle>
    <Paragraph position="0"> This paper has presentedan automatedsystem for quality monitoring in the call center. We proposea combinationof maximum-entropy classificationbasedon ASR-derived features,andquestion answeringbased on simplepattern-matching.The systemcan either be used to replace human monitors, or to make them more  efficient. Our resultsshow that we can triple the efficiency of human monitorsin the sense of identifyingthree times as many bad calls for the sameamountof listeningeffort.</Paragraph>
  </Section>
class="xml-element"></Paper>