ASC telecom, D+S solutions, European Media Laboratory (EML) and Xtramind Technologies are combining their skills in the field of speech technology in order to develop new approaches for the automatic filtering and classifying of telephone calls in call-center environments and facilitation of target-oriented analysis of spoken content.
Contact by phone remains the most important communication channel within customer service. The companies have formed this alliance to provide automated content analysis solutions for phone calls.
EML researches key technologies in order to effectively transfer spoken language on any topic into machine-analyzable format. A method from Xtramind analyzes the transliterated calls using artificial intelligence and modern language technologies proven for years with emails and other documents. The information in the calls is automatically identified and made available for company processes.
ASC provides comprehensive quality management software for voice recording and screen activities. The results of the analyses are made available to users.
To provide this technology scenario efficiently and cost-effectively, D+S contributes its ASP know-how and hosting infrastructure.
Positioning quality monitoring and speech analytics as an ASP service is expected to increase interest by offering them on a pay-per-use basis. The applications will be continuously enhanced by learning from customer needs and experiences. The prototypes will be a prelude to further developments in automated language technologies.
For more visit ascamerica.com.
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