The Heidelberg IT enterprise EML European Media Laboratory will be represented at this year’s CallCenterWorld in Berlin (28 February to 1 March 2012) with a stand of its own (Hall 5, Stand A8).
EML offers enterprises speech technology solutions for their customer contacts over the phone. The “EML Transcription Platform” provides automatic transformation of incoming phone calls into written text, analysis of the calls, and the tuning of the speech recognition performance to customer-specific application domains.
At CallCenterWorld, EML’s speech technology experts will be demonstrating a novelty: “domain adaptation.” It enables users to adapt speech recognition to their own application domains at short notice and without assistance. For instance, an enterprise launching a new product can quickly and effectively insert product descriptions or new keywords into the language model.
Another unique selling point that EML has to offer is that speech recognition and domain adaptation capabilities will be available to enterprises on their own premises. “That safeguards data protection issues,” says Dr. Siegfried Kunzmann, head of research and development.
Incoming phone calls are automatically transformed into written text and classified in accordance with call-center-specific product or problem categories, patterns or conversational features. In addition, the calls are scanned for new terms and linked up with one another accordingly. The automatic transcription now boasts “advanced keyword spotting,” an extension of the search function for particular keywords.In conventional systems, every new keyword search involves reprocessing and rescanning all incoming calls that have been recorded. “Advanced Keyword Spotting finds the keywords in recognized texts as quickly as a search engine,” says Dr. Kunzmann. “And the new phonetic search function means we can find keywords not yet registered in the speech recognition system, for example unusual proper names.”
Dr. Peter Saueressig | idw
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