The application provides an
artificial intelligence-based call center
data analysis method, and relates to the field of call center
data processing.The method collects real-time call audio and pre-processes it, extracts mel-
frequency spectrum features and text data with timestamps;uses an analysis model integrating acoustic layer, text layer, cross-
modal fusion layer and multi-
task analysis head layer to obtain multi-
dimensional analysis results such as emotional state, service compliance,
service quality score and customer intent.In model training, an adversarial gradient reversal layer and an acoustic environment
discriminator are introduced to eliminate
environmental noise interference, and a timing risk
encoder and a contrast learning are used to enhance the risk evolution capture capability.Based on the analysis results, a comprehensive
risk index is calculated, an intervention strategy is matched and real-time pushing is performed, and a comprehensive analysis report is generated after the call is completed.The application realizes cross-environment adaptive purification and multi-
modal fusion analysis, effectively improving the
service quality monitoring and risk early warning efficiency of the call center.