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.
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).
For further information please contact:
Dr. Peter Saueressig
Head of Communications
EML European Media Laboratory GmbH
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
Product placement: Only brands placed very prominently benefit from 3D technology
07.07.2016 | Alpen-Adria-Universität Klagenfurt
NASA Goddard network maintains communications from space to ground
02.03.2016 | NASA/Goddard Space Flight Center
A multi-institutional research collaboration has created a novel approach for fabricating three-dimensional micro-optics through the shape-defined formation of porous silicon (PSi), with broad impacts in integrated optoelectronics, imaging, and photovoltaics.
Working with colleagues at Stanford and The Dow Chemical Company, researchers at the University of Illinois at Urbana-Champaign fabricated 3-D birefringent...
In experiments with magnetic atoms conducted at extremely low temperatures, scientists have demonstrated a unique phase of matter: The atoms form a new type of quantum liquid or quantum droplet state. These so called quantum droplets may preserve their form in absence of external confinement because of quantum effects. The joint team of experimental physicists from Innsbruck and theoretical physicists from Hannover report on their findings in the journal Physical Review X.
“Our Quantum droplets are in the gas phase but they still drop like a rock,” explains experimental physicist Francesca Ferlaino when talking about the...
The Max Planck Institute for Physics (MPP) is opening up a new research field. A workshop from November 21 - 22, 2016 will mark the start of activities for an innovative axion experiment. Axions are still only purely hypothetical particles. Their detection could solve two fundamental problems in particle physics: What dark matter consists of and why it has not yet been possible to directly observe a CP violation for the strong interaction.
The “MADMAX” project is the MPP’s commitment to axion research. Axions are so far only a theoretical prediction and are difficult to detect: on the one hand,...
Broadband rotational spectroscopy unravels structural reshaping of isolated molecules in the gas phase to accommodate water
In two recent publications in the Journal of Chemical Physics and in the Journal of Physical Chemistry Letters, researchers around Melanie Schnell from the Max...
The efficiency of power electronic systems is not solely dependent on electrical efficiency but also on weight, for example, in mobile systems. When the weight of relevant components and devices in airplanes, for instance, is reduced, fuel savings can be achieved and correspondingly greenhouse gas emissions decreased. New materials and components based on gallium nitride (GaN) can help to reduce weight and increase the efficiency. With these new materials, power electronic switches can be operated at higher switching frequency, resulting in higher power density and lower material costs.
Researchers at the Fraunhofer Institute for Solar Energy Systems ISE together with partners have investigated how these materials can be used to make power...
16.11.2016 | Event News
01.11.2016 | Event News
14.10.2016 | Event News
02.12.2016 | Medical Engineering
02.12.2016 | Agricultural and Forestry Science
02.12.2016 | Physics and Astronomy