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In many VoIP systems, Voice Activity Detection (VAD) is often used on VoIP traffic to suppress packets of silence in order to reduce the bandwidth consumption of phone calls. Unfortunately, although VoIP traffic is fully encrypted and secured, traffic analysis of this suppression can reveal identifying information about calls made to customer service automated phone systems. Because different customer service phone systems have distinct, but fixed (pre-recorded) automated voice messages sent to customers, VAD silence suppression used in VoIP will enable an eavesdropper to profile and identify these automated voice messages. In this paper, we will use a popular enterprise VoIP system (Cisco CallManager), running the default Session Initiation Protocol (SIP) protocol, to demonstrate that an attacker can reliably use the silence suppression to profile calls to such VoIP systems. Our real-world experiments demonstrate that this side-channel profiling attack can be used to accurately identify not only what customer service phone number a customer calls, but also what following options are subsequently chosen by the caller in the phone conversation.
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Linguistic Elements of Engaging Customer Service Discourse on Social Media
Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the customer does not match a specific tone, style, or topic the customer is aiming to receive. The length of a conversation can reflect the effort and quality of the initial response made by a brand toward collaborating and helping consumers, even when the overall sentiment of the conversation might not be very positive. Thus, through this study, we aim to bridge this critical gap in the existing literature by analyzing language’s content and stylistic aspects such as expressed empathy, psycho-linguistic features, dialogue tags, and metrics for quantifying personalization of the utterances that can influence the engagement of an interaction. This paper demonstrates that we can predict engagement using initial customer and brand posts.
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- Award ID(s):
- 2145357
- PAR ID:
- 10412925
- Date Published:
- Journal Name:
- Proceedings of the Fifth Workshop on Natural Language Processing and Computational Social Science (NLP+CSS)
- Page Range / eLocation ID:
- 105 - 117
- Format(s):
- Medium: X
- Sponsoring Org:
- National Science Foundation
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- Free Publicly Accessible Full Text
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Accepted Manuscript1.0
- Conference Paper:
- The DOI is not currently available.
