Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

In Real Time: Automatic call transcription in call centers

19.02.2016

From research into the market: EML European Media Laboratory to present the benefits of real time speech analytics for call centers at the international exhibition CCW 2016 in Berlin

The Heidelberg-based IT company EML European Media Laboratory GmbH will be presenting its products at this year’s CCW trade fair (hall 2, C19). The fair is taking place in Berlin from February 23rd to 25th. More than 7000 visitors are expected.


Offers advantages for call-centers: Real time transcription of incoming calls.

Photo: EML European Media Laboratory

At the CCW, the Heidelberg speech recognition experts will show applications for telephone customer contact that allow for real-time transcription of incoming customer calls into text. The recognized text can be further processed fast and easily.

Newest technologies for speech recognition

The “EML Transcription Server” automatically converts incoming phone calls, speaker-independent and in real-time, into machine-searchable text. "We apply neural networks and deep learning techniques," explains R & D manager Dr. Siegfried Kunzmann. "Thus we achieve excellent recognition rates." In a further step, the “EML Speech Mining Server” classifies the recognition results according to predefined categories, calculates the frequency of certain expressions and keywords and finally links the results with each other. Real-time speech recognition facilitates the monitoring and efficient verification of conversation guidelines of call centers.

Automatic transcription is the key requisite for efficient, extended search for particular keywords. In conventional systems every new keyword search involves the reprocessing of all calls, that is of all recorded audio data. EML's “Advanced Keyword Spotting“, however, finds keywords in the recognized text as quickly as a search engine. The keywords can also be linked with each other. In addition, the phonetic search function will find words that are not yet included in the speech recognition vocabulary - unusual names, for example.

Individual customization and privacy

Call center operators can furthermore adapt the speech recognition to their own application domains. With the launch of a new product, the adaptation process allows to easily add product descriptions or new keywords to the language model. This makes it possible to quickly recognize current issues or emerging trends. Another advantage of this customization is that “speech recognition and model adaption take place on the companies’ own premises which guarantees data protection,” says Dr. Siegfried Kunzmann.

Voicemail: Reading is faster than listening

EML’s speech technologists also demonstrate the “EML Voicemail2Text Service“ and the corresponding Android app for automatic transcription of voicemails. This service is free of charge for private users. With the “EML Voicemail2Text Service” owners of a VoIP router, such as Fritz!Box, can receive an automatic transcription of incoming voicemails on their smartphones without additional installations on their router. They simply sign up at https://vmt.eml.org/ or use the „EML Voicemail App“ that can be downloaded for free at the Google Play Store.

23.02.-25.02.2016: The EML at the CCW, Berlin, Estrel Convention Center: Hall2, stand C19.

EML European Media Laboratory GmbH:
EML European Media Laboratory GmbH was established as a private IT enterprise by Klaus Tschira, a co-founder of SAP. EML develops software and technologies in automatic speech processing. The main focus is on the automatic conversion of speech into text (transcription) which is used for telephone (speech analytics, voicemail) and mobile applications (voice texting, voice search).
>www.eml.org>

Follow EML:
Twitter: @EMLvoice
Facebook: /EMLEuropeanMediaLaboratory
Youtube: /EMLVoiceMessaging
Google+: /+EMLVoicemailService

For further information please contact:
Dr. Peter Saueressig
Head of Communications
EML European Media Laboratory GmbH
Schloss-Wolfsbrunnenweg 35
69118 Heidelberg
Tel.: +49-6221-533245
Email: saueressig@eml.org

Weitere Informationen:

http://www.eml.org/english/media/presse.php?we_objectID=192 EML press release
http://www.ccw.eu/en.html CCW website
https://play.google.com/store/apps/details?id=org.eml.app.voicemail EML Voicemail App

Dr. Peter Saueressig | idw - Informationsdienst Wissenschaft

More articles from Communications Media:

nachricht High Number of Science Enthusiasts in Switzerland
05.02.2018 | Universität Zürich

nachricht Between filter bubbles, uneven visibility and transnationality
06.12.2017 | Schweizerischer Nationalfonds SNF

All articles from Communications Media >>>

The most recent press releases about innovation >>>

Die letzten 5 Focus-News des innovations-reports im Überblick:

Im Focus: In best circles: First integrated circuit from self-assembled polymer

For the first time, a team of researchers at the Max-Planck Institute (MPI) for Polymer Research in Mainz, Germany, has succeeded in making an integrated circuit (IC) from just a monolayer of a semiconducting polymer via a bottom-up, self-assembly approach.

In the self-assembly process, the semiconducting polymer arranges itself into an ordered monolayer in a transistor. The transistors are binary switches used...

Im Focus: Demonstration of a single molecule piezoelectric effect

Breakthrough provides a new concept of the design of molecular motors, sensors and electricity generators at nanoscale

Researchers from the Institute of Organic Chemistry and Biochemistry of the CAS (IOCB Prague), Institute of Physics of the CAS (IP CAS) and Palacký University...

Im Focus: Hybrid optics bring color imaging using ultrathin metalenses into focus

For photographers and scientists, lenses are lifesavers. They reflect and refract light, making possible the imaging systems that drive discovery through the microscope and preserve history through cameras.

But today's glass-based lenses are bulky and resist miniaturization. Next-generation technologies, such as ultrathin cameras or tiny microscopes, require...

Im Focus: Stem cell divisions in the adult brain seen for the first time

Scientists from the University of Zurich have succeeded for the first time in tracking individual stem cells and their neuronal progeny over months within the intact adult brain. This study sheds light on how new neurons are produced throughout life.

The generation of new nerve cells was once thought to taper off at the end of embryonic development. However, recent research has shown that the adult brain...

Im Focus: Interference as a new method for cooling quantum devices

Theoretical physicists propose to use negative interference to control heat flow in quantum devices. Study published in Physical Review Letters

Quantum computer parts are sensitive and need to be cooled to very low temperatures. Their tiny size makes them particularly susceptible to a temperature...

All Focus news of the innovation-report >>>

Anzeige

Anzeige

VideoLinks
Industry & Economy
Event News

2nd International Conference on High Temperature Shape Memory Alloys (HTSMAs)

15.02.2018 | Event News

Aachen DC Grid Summit 2018

13.02.2018 | Event News

How Global Climate Policy Can Learn from the Energy Transition

12.02.2018 | Event News

 
Latest News

Atomic structure of ultrasound material not what anyone expected

21.02.2018 | Materials Sciences

'Icebreaker' protein opens genome for t cell development, Penn researchers find

21.02.2018 | Health and Medicine

MEMS chips get metatlenses

21.02.2018 | Physics and Astronomy

VideoLinks
Science & Research
Overview of more VideoLinks >>>