Custom annotation and collection
Emotion-labeled call audio for quality monitoring and escalation models
Quality monitoring that only reads transcripts misses the call that went wrong in tone before it went wrong in words. Turn-level affect labels give escalation and QA models the signal the text never carried.
Free sample: Tell us the language and channel setup. The team labels a representative call excerpt with your categories and sends it manually within 48 hours, free of charge.
Collection specification
- Discrete labels
- Anger, disgust, fear, happiness, sadness, surprise, and neutral per speaker turn, on both sides of the call
- Dimensional labels
- Valence and arousal ratings on the same turns, useful for scoring how a call trends rather than how it ends
- Escalation markers
- Turn indices where affect shifts, so a model can learn the moment rather than the outcome label
- Agreement
- Several annotators per batch, with inter-annotator agreement reported per class so QA and escalation thresholds are set on labels you can trust
- Channel
- 8 kHz telephony delivery, wideband source, mono or separate channels per project
- Intent
- Dialogue acts or your own contact reason taxonomy, kept separate from the affect track
- Rights
- Labeled on your own audio, or on purpose-recorded scenarios with a documented consent chain
- Pricing
- Custom, scoped to your conditions
Score the turn, not just the call
A call-level sentiment score tells you a conversation went badly. It does not tell a model where, and a model that cannot locate the moment cannot warn a supervisor while the call is still live.
Labeling each speaker turn gives escalation and agent-assist models something to fire on, and gives QA teams a way to audit a review rather than take a single number on faith. Every batch is labeled by several annotators and shipped with per-class inter-annotator agreement, so QA can tell which escalation calls the model is confident about and which ones still need a human read.
When production calls cannot be relabeled, the scenarios can be recorded
Customer calls are usually recorded for service or quality purposes, not for resale into a third party's training corpus. Where the training rights on existing recordings are unclear, the same scenarios can be recorded with recruited, consented speakers and labeled from the start.
Moderated role-play keeps the channel, the vocabulary, and the interruption patterns while leaving room for the genuine frustration a script would flatten out.
This offer is not the right fit when
- You want software that analyzes calls you already own rather than labeled training data.
- You need historical production calls from real customers supplied by us.
- You want a single sentiment score per call with no turn-level detail.
Get a free labeled sample
- Your details
- Your project
- Verify
Three short steps. The team then follows up manually within 48 hours, and confirms volume, rights, QA, and delivery if you want the scope priced.
Would rather talk it through first? Talk through your label taxonomy
Prepare the brief
Bring a specification your vendors can price consistently
Use the free worksheet to define coverage, rights, delivery fields, held-out rules, and acceptance tests before requesting a collection plan.
Buyer documentation
Specimen data card and provenance structure, evaluation brief template, and acceptance and held-out questions.
Related services
Guides for this decision
Want to talk through your taxonomy first? Category sets, dimensional scales, and agreement thresholds are usually a conversation, not a form field. Book a short call to work through the taxonomy and conditions the labels need to hold up under.