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As we know in call centers there are certain SOP(standard operating procedure), for example few are below,

  1. Agent greeted customer
  2. Agent verified the validity of customer before providing sensitive information
  3. Agent is able to hold on conversation in decent way
  4. Agent closed conversation with nice ending notes
  5. Customer got all information what he wanted

We are planning to transcribe the call records and then from the transcribed text, we want to verify above things(Out of many) from transcribed text using natural language processing.

With the current state of AI technology is possible? If yes can someone give some guidance to approach this type of problem?

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