AI Agent Call Center Dataset in English

About This OTS Dataset

This Off-The-Shelf (OTS) dataset offers a comprehensive collection of audio recordings featuring conversations between AI-powered call center agents and human customers across diverse industry sectors. Meticulously curated to enhance speech recognition, conversational AI, and automated customer service models, this dataset captures the authentic dynamics of AI agent interactions with real customers in professional call center environments.

The dataset showcases AI-generated agent voices engaging with genuine human customers, providing invaluable training data for developing more natural, efficient, and contextually aware AI-powered call center systems that deliver exceptional customer experiences while maintaining professional service standards.

Metadata Availability: Insights into Interaction Details

Each recording is accompanied by detailed metadata including customer age, gender, country, dialect, domain, call topic, call type (inquiry, support, complaint, sales, etc.), call outcome, customer sentiment, AI agent response accuracy, and conversation success metrics. This rich metadata facilitates informed decision-making during model development and enables precise optimization of AI agent performance.

Audio Recording Specifications

Audio Duration: [Variable based on language - e.g., 500-1000 hours]
 Format Utilized: MP3 / WAV, ensuring uncompromised audio integrity
 Sample Rate Flexibility: Adjustable to meet project demands (8kHz, 16kHz, 22.05kHz, 44.1kHz), ensuring versatility
 Language Coverage: Available in English with native speaker authenticity
 Diverse Recording Environments: Captured within various real-world call center settings including customer service, technical support, sales inquiries, billing assistance, appointment scheduling, and complaint resolution
 Recording Quality: Professional-grade telephony audio capture utilizing standard call center communication systems for meticulous representation of genuine AI agent-customer conversations, facilitating accurate reflection of real-world interaction dynamics

These technical specifications ensure compatibility and optimal performance for a wide range of AI development applications across call center automation, virtual agent training, and customer service optimization initiatives.

Insights into Audio Data

The dataset comprises high-quality audio recordings covering a wide array of call center scenarios across multiple business domains including telecommunications, banking, e-commerce, healthcare, insurance, utilities, travel, and technical support services.

Key Features:

• AI Agent Voices: Advanced AI-generated speech demonstrating professional call center communication, consistent service delivery, problem-solving capabilities, and adherence to service protocols
• Human Customer Voices: Authentic recordings from native English speakers representing diverse demographics, accents, dialects, age groups, communication styles, and emotional states
• Realistic Call Center Interactions: Natural conversation dynamics including greetings, authentication, information gathering, issue resolution, objection handling, hold management, escalation procedures, and professional call closures
• Balanced Representation: Carefully curated to ensure demographic diversity, regional accent coverage, varied call complexity levels, and authentic customer emotional ranges (calm, frustrated, urgent, confused, satisfied)
• Multiple Interaction Scenarios: Comprehensive coverage of routine inquiries, complex technical support, complaint management, sales conversations, account services, appointment booking, payment processing, and follow-up calls

Created through collaboration with a network of native English speakers and state-of-the-art AI voice synthesis technology, the dataset captures realistic AI agent-customer call center interactions while ensuring balanced representation of linguistic variations, cultural communication norms, and service scenarios specific to English markets.

Dataset Transcription Details

Manual verbatim transcriptions in JSON format accompany each audio file, capturing:

• Speaker-wise dialogues (AI Agent vs. Customer clearly distinguished)
• Time-coded segmentation for precise temporal alignment and conversation flow analysis
• Non-speech labels including pauses, background noise, hold periods, call transfers, emotional cues (frustration, satisfaction, urgency), and environmental sounds
• Intent tagging identifying customer needs, requests, complaints, questions, and objectives
• AI agent action labels documenting information provided, solutions offered, processes initiated, escalations triggered, and call resolutions achieved
• Conversation stage markers tracking interaction phases (opening/greeting, verification, problem identification, information gathering, solution delivery, confirmation, closing, satisfaction check)
• Sentiment annotations capturing customer emotional states and satisfaction levels throughout the conversation
• Performance indicators including AI agent response accuracy, appropriateness, tone matching, and adherence to service standards
• Call outcome classification (fully resolved, partially resolved, escalated, callback scheduled, customer satisfied/dissatisfied)

These comprehensive transcriptions expedite the development of conversational AI, automatic speech recognition (ASR), intent detection, sentiment analysis, and AI agent optimization models tailored to call center automation scenarios in English.

License

Exclusively curated by Macgence, this AI agent call center audio dataset is available for commercial use, empowering AI developers building next-generation automated call center systems, intelligent virtual agents, and customer service automation solutions for English markets.

Updates and Customization

Consistent updates with fresh audio data captured in varied real-world call center scenarios guarantee ongoing relevance and precision. We offer extensive customization options including:

• Adjusting sample rates and audio formats to match telephony and VoIP standards
• Providing bespoke transcriptions tailored to specific industry verticals and use cases
• Adding domain-specific call scenarios (banking, healthcare, retail, utilities, insurance, etc.)
• Incorporating regional dialect and accent variations for both agents and customers
• Customizing AI agent voice characteristics, personality traits, response patterns, and service scripts
• Expanding dataset size and call complexity based on project requirements
• Including specific customer demographics, emotional state distributions, or interaction types
• Adding edge cases, difficult customer scenarios, and handling exceptional situations
• Incorporating multilingual code-switching scenarios for diverse customer bases

Why Macgence Stands Out

At Macgence, we're more than just a data provider. We offer tailored solutions to meet your specific needs in AI development. Here's why we believe Macgence is the right partner for you:

Tailored Solutions: Your project is unique, and we understand that. We'll customize everything—from call scenarios and AI agent personas to customer demographics and industry-specific terminology—to align precisely with your call center automation objectives.

Versatile Data: Our dataset spans a broad spectrum of applications including speech recognition, natural language processing, intent detection, sentiment analysis, emotion recognition, dialogue management, call quality assessment, and conversational AI training across multiple customer service industries.

Ongoing Support: We're committed to providing continuous assistance throughout your project lifecycle. Our dataset is regularly refreshed with new recordings reflecting evolving call center practices, emerging customer expectations, and changing communication patterns, and our team remains readily available to offer guidance and support whenever needed.

Transparent Licensing: Utilize our dataset for commercial purposes with confidence. Our transparent and straightforward licensing terms ensure clarity and peace of mind for your organization.

Comprehensive Assistance: Besides data provisioning, we offer a suite of supplementary services to augment your project. Whether it entails sourcing additional data, conducting meticulous labeling, tailoring datasets to align with your project specifications, developing custom AI agent conversation flows, or providing call center domain expertise and quality assurance, we're equipped to provide comprehensive support.

Language & Cultural Expertise: With deep understanding of English linguistic nuances, cultural communication norms, regional variations, and customer service expectations, we ensure your AI call center agents achieve authentic, culturally appropriate, and effective customer interactions.

Call Center Domain Knowledge: Our team brings extensive experience in call center operations, customer service best practices, AI automation strategies, and quality management, ensuring datasets that truly reflect real-world challenges, opportunities, and success criteria.

Choose Macgence for your AI development needs and unlock the full potential of our tailored solutions and expertise in AI-powered call center conversational data.