Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

More focus and comfort at telephone workstations

20.02.2020

From 2-4 March 2020, the Division Hearing, Speech and Audio Technology of the Fraunhofer Institute for Digital Media Technology IDMT in Oldenburg will be at Call Center World (CCW) in Berlin and demonstrate how telephone workstations can be made more efficient and pleasant through intelligent solutions. On IDMT’s stand (C11, Hall 2), CCW visitors can find out about personal hearing systems that dynamically adapt the sound of telephone calls to personal preferences. The institute’s experts will also show the added value of their automatic speech recognition technology for telephone workstations.

Staff at telephone workstations are permanently confronted in their everyday work with different acoustic effects. Incoming calls vary in sound quality and volume level. Background noise in the office also has an impact on the intelligibility of a telephone conversation.


Individual sound quality at the push of a button. The algorithms from the Fraunhofer IDMT in an application example for the telephone workstation.

© Fraunhofer IDMT / Hannes Kalter


Christian Rollwage, Head of Audio Signal Enhancement at the Fraunhofer IDMT in Oldenburg.

© Fraunhofer IDMT / Markus Hibbeler

As a consequence, the call centre agent is obliged to adjust constantly to new conditions with each conversation or can sometimes scarcely even hear or understand the other person, which over time can be very strenuous.

Better intelligibility at the push of a button

The Fraunhofer IDMT in Oldenburg has developed special algorithms for use in telephone workstations that adapt the sound of telephone calls to individual preferences.

»We give call centre staff a sound quality that is as consistent as possible throughout their entire working day,« explains Christian Rollwage, Head of Audio Signal Enhancement at the Fraunhofer IDMT in Oldenburg. »This makes the telephone workstation a personal comfort zone with optimum conditions for better speech intelligibility and reduced hearing effort.«

The experts from the Fraunhofer IDMT in Oldenburg will showcase a plug-and-play device at CCW 2020 that can be easily combined with analogue telephones or softphones. The device is an example of how the algorithms developed especially for telephony can be applied in practice and was developed in cooperation with call centres in line with their specific requirements.

Users can select what are known as »presets« at the push of a button. These dynamically adjust the sound of incoming calls to individual hearing preferences and at the same time automatically reduce distracting and ambient noise. Another special feature is the dynamic adjustment of sound and volume level depending on the background noise in the workplace.

Speech recognition as the basis for better customer service

Where customer communication mainly takes place on the telephone, automatic speech recognition can generate considerable added value. Digital voice assistants respond to customer enquiries. Documentation tasks can be accomplished simply via speech-to-text and the text produced in this way stays searchable for different tasks. Keywords in telephone calls are recognized, helping the agent to offer the customer the best possible service and to conduct the conversation confidently.

At CCW, the Fraunhofer IDMT in Oldenburg will present its speech recognition systems for integration in a wide variety of business solutions. The extensive customization and integration support offered by the “voice enabler” from Oldenburg can be highlighted as particular added value.

This makes it possible to adapt the speech-to-text systems individually, for example, to the required vocabulary. Thanks to low resource requirements, good scalability and offline operation, local use on a chosen system or the corporate cloud in compliance with the GDPR and the highest data privacy standards is easily possible.

Meet the developers from the Fraunhofer Institute for Digital Media Technology IDMT, Hearing, Speech and Audio Technology Division (HSA), at CCW 2020 from 2 to 4 March 2020, Hall 2, Stand C11.

Media contact:

Christian Colmer
Head of Marketing & Public Relations

Fraunhofer Institute for Digital Media Technology IDMT
Division Hearing, Speech and Audio Technology HSA
Marie-Curie-Str. 2
26129 Oldenburg
Tel.: +49 441 2172-436
christian.colmer@idmt.fraunhofer.de
http://www.idmt.fraunhofer.de/hsa

Weitere Informationen:

https://www.idmt.fraunhofer.de/hsa

Christian Colmer | Fraunhofer-Institut für Digitale Medientechnologie IDMT

More articles from Communications Media:

nachricht Rapid increase in the volume of video transmissions: Work is in progress on a new intelligent video platform
23.06.2020 | Alpen-Adria-Universität Klagenfurt

nachricht New cruise ship “Mein Schiff 1” features Fraunhofer 3D sound on board
05.09.2018 | Fraunhofer-Institut für Digitale Medientechnologie IDMT

All articles from Communications Media >>>

The most recent press releases about innovation >>>

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

Im Focus: Excitation of robust materials

Kiel physics team observed extremely fast electronic changes in real time in a special material class

In physics, they are currently the subject of intensive research; in electronics, they could enable completely new functions. So-called topological materials...

Im Focus: Electrons in the fast lane

Solar cells based on perovskite compounds could soon make electricity generation from sunlight even more efficient and cheaper. The laboratory efficiency of these perovskite solar cells already exceeds that of the well-known silicon solar cells. An international team led by Stefan Weber from the Max Planck Institute for Polymer Research (MPI-P) in Mainz has found microscopic structures in perovskite crystals that can guide the charge transport in the solar cell. Clever alignment of these "electron highways" could make perovskite solar cells even more powerful.

Solar cells convert sunlight into electricity. During this process, the electrons of the material inside the cell absorb the energy of the light....

Im Focus: The lightest electromagnetic shielding material in the world

Empa researchers have succeeded in applying aerogels to microelectronics: Aerogels based on cellulose nanofibers can effectively shield electromagnetic radiation over a wide frequency range – and they are unrivalled in terms of weight.

Electric motors and electronic devices generate electromagnetic fields that sometimes have to be shielded in order not to affect neighboring electronic...

Im Focus: Gentle wall contact – the right scenario for a fusion power plant

Quasi-continuous power exhaust developed as a wall-friendly method on ASDEX Upgrade

A promising operating mode for the plasma of a future power plant has been developed at the ASDEX Upgrade fusion device at Max Planck Institute for Plasma...

Im Focus: ILA Goes Digital – Automation & Production Technology for Adaptable Aircraft Production

Live event – July 1, 2020 - 11:00 to 11:45 (CET)
"Automation in Aerospace Industry @ Fraunhofer IFAM"

The Fraunhofer Institute for Manufacturing Technology and Advanced Materials IFAM l Stade is presenting its forward-looking R&D portfolio for the first time at...

All Focus news of the innovation-report >>>

Anzeige

Anzeige

VideoLinks
Industry & Economy
Event News

Contact Tracing Apps against COVID-19: German National Academy Leopoldina hosts international virtual panel discussion

07.07.2020 | Event News

International conference QuApps shows status quo of quantum technology

02.07.2020 | Event News

Dresden Nexus Conference 2020: Same Time, Virtual Format, Registration Opened

19.05.2020 | Event News

 
Latest News

Nutrients in microalgae: an environmentally friendly alternative to fish

07.07.2020 | Health and Medicine

Mobile measuring instruments: Caught in flight

07.07.2020 | Power and Electrical Engineering

Exploring Rapid Changes in the Arctic Ecosystem

07.07.2020 | Life Sciences

VideoLinks
Science & Research
Overview of more VideoLinks >>>