WhitePapers

We’re excited to share the publication of “Real-World En Call Center Transcripts Dataset with PII Redaction”, co-authored by Ha Dao, Gaurav Chawla, Raghu Banda, and Caleb DeLeeuw. This work presents one of the largest open-source call center transcript datasets available to the research community.

With over 91,000 real-world English call center conversations (totaling more than 10,000 hours of dialogue), this dataset provides an unparalleled foundation for advancing AI systems in customer support, conversational AI, and sales automation.

Key highlights:

• ✅ High-quality transcripts from inbound and outbound customer service calls
   
• 🌍 Diverse accents including speakers from the U.S., India, and the Philippines
   
• 🔐 All Personally Identifiable Information (PII) has been rigorously redacted to meet global data privacy standards
   
• 🔎 Ideal for research in ASR (Automatic Speech Recognition), NLP, and dialogue systems
   
• 📄 Released under a CC BY-NC 4.0 license for non-commercial research use
   

🧠 As AI continues to drive innovations in enterprise service and automation, real-world datasets like CallCenterEN are critical to building trustworthy, privacy-respecting solutions.

👉 Explore the Dataset on Hugging Face
👉 Download the Whitepaper (PDF)

In today’s rapidly evolving digital landscape, AI is no longer an optional layer—it’s becoming the strategic core of enterprise transformation. For organizations looking to harness this shift, Enterprise Architecture (EA) must evolve to support intelligent, agile, and connected systems.

This whitepaper—developed by leading EA and SAP experts - Vishal Mehta, Jose Bujalil, Shibaji Chandra, Zahid Ali and Raghu Banda—presents a comprehensive guide to the SAP Integrated Toolchain, a powerful framework designed to help Enterprise Architects navigate the complexities of AI-led transformation.

Inside, you’ll discover:

• 🔍 What an Integrated Toolchain is and why it matters in the AI era
   
• ⚙️ How SAP’s tool ecosystem supports smarter architecture design, governance, and collaboration
   
• 💡 Real-world EA challenges and how the toolchain helps overcome them
   
• 🔗 Integration touchpoints, data flows, and architecture alignment
   
• 🚀 Strategic benefits and implementation guidance for enterprise success
   

Whether you’re modernizing legacy landscapes or designing future-ready AI solutions, this paper offers practical insights to elevate your enterprise architecture game. 

 👉 Download the Whitepaper