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
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.
Head of Marketing & Public Relations
Fraunhofer Institute for Digital Media Technology IDMT
Division Hearing, Speech and Audio Technology HSA
Tel.: +49 441 2172-436
Christian Colmer | Fraunhofer-Institut für Digitale Medientechnologie IDMT
New cruise ship “Mein Schiff 1” features Fraunhofer 3D sound on board
05.09.2018 | Fraunhofer-Institut für Digitale Medientechnologie IDMT
Small enclosure, big sound, clear speech
31.08.2018 | Fraunhofer-Institut für Digitale Medientechnologie IDMT
Together with their colleagues from the University of Würzburg, physicists from the group of Professor Alexander Szameit at the University of Rostock have devised a “funnel” for photons. Their discovery was recently published in the renowned journal Science and holds great promise for novel ultra-sensitive detectors as well as innovative applications in telecommunications and information processing.
The quantum-optical properties of light and its interaction with matter has fascinated the Rostock professor Alexander Szameit since College.
Researchers at the University of Zurich show that different stem cell populations are innervated in distinct ways. Innervation may therefore be crucial for proper tissue regeneration. They also demonstrate that cancer stem cells likewise establish contacts with nerves. Targeting tumour innervation could thus lead to new cancer therapies.
Stem cells can generate a variety of specific tissues and are increasingly used for clinical applications such as the replacement of bone or cartilage....
An international research team led by Kiel University develops an extremely porous material made of "white graphene" for new laser light applications
With a porosity of 99.99 %, it consists practically only of air, making it one of the lightest materials in the world: Aerobornitride is the name of the...
Researchers at Graz University of Technology have developed a framework by which wireless devices with different radio technologies will be able to communicate directly with each other.
Whether networked vehicles that warn of traffic jams in real time, household appliances that can be operated remotely, "wearables" that monitor physical...
Terahertz waves are becoming ever more important in science and technology. They enable us to unravel the properties of future materials, test the quality of...
26.03.2020 | Event News
23.03.2020 | Event News
03.03.2020 | Event News
27.03.2020 | Power and Electrical Engineering
27.03.2020 | Life Sciences
27.03.2020 | Life Sciences