Speech technology for additional communication channels

The Heidelberg-based IT enterprise EML European Media Laboratory GmbH will be represented at this year’s CCW trade fair (former CallCenterWorld) in Berlin from 25 February to 28 February 2013 with a stand of its own (Hall 4, Stand H11A). EML offers speech technology solutions to enterprises for their customer contacts over the phone.

At CCW, the EML will be presenting two products. The EML Transcription Server automatically transforms incoming phone calls into machine-searchable text and is speaker-independent. The EML Speech Mining Server classifies calls according to categories, patterns and conversational features. It scans the calls for new terms and links them with each other.

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. Siegfried Kunzmann, EML’s head of R&D. “These keywords can also be interrelated. And the new phonetic search function means we can find keywords not yet registered in the speech recognition system, for example unusual proper names.”

Furthermore, contact center operators can adapt the speech recognition to their own application domains. “Speech recognition and domain adaptation capabilities will be available to enterprises on their own premises. This safeguards data protection,” states Dr. Kunzmann.

At CCW, EML’s speech technology experts will also demonstrate a new app for smartphones. The mobile all-rounder makes it possible to communicate with a contact center through other channels than the telephone and enables users to submit their queries by text messaging, e-mail, via Twitter or Facebook etc. The EML Voice Messaging app demonstrates the opportunities speech recognition holds for multi-channel communication. “For instance, you can quickly and efficiently communicate with the Facebook page of a particular company by simply speaking instead of typing,” comments Dr. Kunzmann. The Android app is available in Google Play Store free of charge. Link: http://www.emlvoice.eml-d.de
25.02-28.02.2013: EML at CCW, Berlin, Estrel Convention Center: Hall 4, Stand H11A.

About EML
EML European Media Laboratory GmbH was established by Klaus Tschira, a co-founder of SAP. Research and development at EML revolves around automatic speech processing and human-machine interaction. Key areas are speech-to-text applications, as used in the telephone sector and in contact centers (speech analytics, voice mail, voice messaging), and the transcription of media data.

http://www.eml-development.de/english/

For further information, please contact

Dr. Peter Saueressig
Public Relations
European Media Laboratory GmbH
Schloss-Wolfsbrunnenweg 35
D-69118 Heidelberg
phone: +49 6221 533245
saueressig@eml.org