The Heidelberg IT enterprise European Media Laboratory GmbH (EML) will be attending the “CallCenterWorld” fair in Berlin with its own booth from 22 to 24 February 2011 (hall 5, booth A14). EML offers speech technology solutions for customer contacts over the phone. The “EML Transcription Platform” automatically converts phone calls into written text.
EML’s speech technology experts will be presenting an exciting innovation at CallCenterWorld: additional phonetic search. This feature enables users to find any term – not only by text search, but also phonetically. “This way, you can even find uncommon names that haven´t been entered into the system yet,” says Dr. Siegfried Kunzmann, EML’s head of research and development. The “EML Transcription Platform” is the first speech technology system to combine word search in texts and phonetic search.
The “EML Transcription Platform” automatically converts incoming customer calls into text and classifies them into different product and problem categories, patterns, and conversational features. Moreover, the calls can be scanned for new topics and can also be linked to each other. Automatic transcription is the basis for so-called “Advanced Keyword Spotting”, a highly efficient extended search for key terms. Conventional systems have to reprocess all recorded calls every time a new keyword search is requested. In contrast, “‘Advanced Keyword Spotting’, reverts to the search in transcribed texts. “That´s why it is as fast as any search engine,” Kunzmann says. “Also, these keywords can be linked together.”
So the “Advanced Keyword Spotting” allows to quickly determine how many callers mention a certain product name, information that is interesting for the marketing and business strategy departments of companies. The calls represent authentic consumer opinions and thus contain important information required for the flexible modification of products, services, and activities. “Our speech technology supports the employees of call centers in effective, costumer-friendly communication and facilitates strategic marketing analysis at the same time,” Kunzmann sums up.
EML at CallCenterWorld, Berlin, Estrel Convention Center: hall 5, booth A14.About the EML
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