Advanced analysis of spontaneous spoken dialogues

First part of this thesis contains information about call centers. This chapter focuses at their origin and history and basic division of software call centers use. Second chapter contains ways of processing speech and methods for call quality evaluation. Next chapter provides a description of basic dialogue features such as reaction, hesitation and interruption. Following chapters contain desing and description of graphic environment designed in Matlab programming language for previously mentioned basic dialogue features from data provided by thesis supervisor and their use for conversation analysis. Second part of thesis describes the process of creation a call assessment. It includes gathering necessary data for this part of thesis, their subsequent modification, usage and discussion of results and foundings