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Speech Analytics
Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interactions with an enterprise. Although speech analytics includes elements of automatic speech recognition, it is known for analyzing the topic being discussed, which is weighed against the emotional character of the speech and the amount and locations of speech versus non-speech during the interaction. Speech analytics in contact centers can be used to mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service strategies. The technology can pinpoint cost drivers, trend analysis, identify strengths and weaknesses with processes and products, and help understand how the marketplace perceives offerings. Definition Speech analytics provides a Complete analysis of recorded pho ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Speech Recognition
Speech recognition is an interdisciplinary subfield of computer science and computational linguistics that develops methodologies and technologies that enable the recognition and translation of spoken language into text by computers with the main benefit of searchability. It is also known as automatic speech recognition (ASR), computer speech recognition or speech to text (STT). It incorporates knowledge and research in the computer science, linguistics and computer engineering fields. The reverse process is speech synthesis. Some speech recognition systems require "training" (also called "enrollment") where an individual speaker reads text or isolated vocabulary into the system. The system analyzes the person's specific voice and uses it to fine-tune the recognition of that person's speech, resulting in increased accuracy. Systems that do not use training are called "speaker-independent" systems. Systems that use training are called "speaker dependent". Speech recognition ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Audio Mining
Audio mining is a technique by which the content of an audio signal can be automatically analyzed and searched. It is most commonly used in the field of speech recognition, automatic speech recognition, where the analysis tries to identify any speech within the audio. The term ‘audio mining’ is sometimes used interchangeably with audio indexing, phonetic searching, phonetic indexing, speech indexing, audio analytics, speech analytics, word spotting, and information retrieval. Audio indexing, however, is mostly used to describe the pre-process of audio mining, in which the audio file is broken down into a searchable index of words. History Academic research on audio mining began in the late 1970s in schools like Carnegie Mellon University, Columbia University, the Georgia Institute of Technology, and the University of Texas. Audio data indexing and retrieval began to receive attention and demand in the early 1990s, when multimedia content started to develop and the volume of audio ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Precision And Recall
In pattern recognition, information retrieval, object detection and classification (machine learning), precision and recall are performance metrics that apply to data retrieved from a collection, corpus or sample space. Precision (also called positive predictive value) is the fraction of relevant instances among the retrieved instances, while recall (also known as sensitivity) is the fraction of relevant instances that were retrieved. Both precision and recall are therefore based on relevance. Consider a computer program for recognizing dogs (the relevant element) in a digital photograph. Upon processing a picture which contains ten cats and twelve dogs, the program identifies eight dogs. Of the eight elements identified as dogs, only five actually are dogs (true positives), while the other three are cats (false positives). Seven dogs were missed (false negatives), and seven cats were correctly excluded (true negatives). The program's precision is then 5/8 (true positives / se ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Information Retrieval
Information retrieval (IR) in computing and information science is the process of obtaining information system resources that are relevant to an information need from a collection of those resources. Searches can be based on full-text or other content-based indexing. Information retrieval is the science of searching for information in a document, searching for documents themselves, and also searching for the metadata that describes data, and for databases of texts, images or sounds. Automated information retrieval systems are used to reduce what has been called information overload. An IR system is a software system that provides access to books, journals and other documents; stores and manages those documents. Web search engines are the most visible IR applications. Overview An information retrieval process begins when a user or searcher enters a query into the system. Queries are formal statements of information needs, for example search strings in web search engines. In inf ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Speech Emotion Recognition
Affective computing is the study and development of systems and devices that can recognize, interpret, process, and simulate human affects. It is an interdisciplinary field spanning computer science, psychology, and cognitive science. While some core ideas in the field may be traced as far back as to early philosophical inquiries into emotion, the more modern branch of computer science originated with Rosalind Picard's 1995 paper on affective computing and her book ''Affective Computing'' published by MIT Press. One of the motivations for the research is the ability to give machines emotional intelligence, including to simulate empathy. The machine should interpret the emotional state of humans and adapt its behavior to them, giving an appropriate response to those emotions. Areas Detecting and recognizing emotional information Detecting emotional information usually begins with passive sensors that capture data about the user's physical state or behavior without interpreting ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
North America
North America is a continent in the Northern Hemisphere and almost entirely within the Western Hemisphere. It is bordered to the north by the Arctic Ocean, to the east by the Atlantic Ocean, to the southeast by South America and the Caribbean Sea, and to the west and south by the Pacific Ocean. Because it is on the North American Plate, North American Tectonic Plate, Greenland is included as a part of North America geographically. North America covers an area of about , about 16.5% of Earth's land area and about 4.8% of its total surface. North America is the third-largest continent by area, following Asia and Africa, and the list of continents and continental subregions by population, fourth by population after Asia, Africa, and Europe. In 2013, its population was estimated at nearly 579 million people in List of sovereign states and dependent territories in North America, 23 independent states, or about 7.5% of the world's population. In Americas (terminology)#Human ge ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telecommunications
Telecommunication is the transmission of information by various types of technologies over wire, radio, optical, or other electromagnetic systems. It has its origin in the desire of humans for communication over a distance greater than that feasible with the human voice, but with a similar scale of expediency; thus, slow systems (such as postal mail) are excluded from the field. The transmission media in telecommunication have evolved through numerous stages of technology, from beacons and other visual signals (such as smoke signals, semaphore telegraphs, signal flags, and optical heliographs), to electrical cable and electromagnetic radiation, including light. Such transmission paths are often divided into communication channels, which afford the advantages of multiplexing multiple concurrent communication sessions. ''Telecommunication'' is often used in its plural form. Other examples of pre-modern long-distance communication included audio messages, such as coded drumb ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Outsourcing
Outsourcing is an agreement in which one company hires another company to be responsible for a planned or existing activity which otherwise is or could be carried out internally, i.e. in-house, and sometimes involves transferring employees and assets from one firm to another. The term ''outsourcing'', which came from the phrase ''outside resourcing'', originated no later than 1981. The concept, which ''The Economist'' says has "made its presence felt since the time of the Second World War", often involves the contracting of a business process (e.g., payroll processing, claims processing), operational, and/or non-core functions, such as manufacturing, facility management, call center/call center support. The practice of handing over control of public services to private enterprises (privatization), even if conducted on a limited, short-term basis, may also be described as outsourcing. Outsourcing includes both foreign and domestic contracting, and sometimes includes offshoring ( ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Intelligence
Customer intelligence (CI) as part of business intelligence is the process of gathering and analyzing information regarding customers, and their details and activities, to build deeper and more effective customer relationships and improve decision-making by vendors. CRM Customer intelligence is a key component of effective customer relationship management (CRM), and when effectively implemented it is a rich source of insight into the behaviour and experience of a company's customer base. As an example, some customers walk into a store and walk out without buying anything. Information about these customers/prospects (or their visits) may not exist in a traditional CRM system, as no sales are entered on the store cash register. Although no commercial transaction took place, knowing ''why'' customers leave the store (perhaps by asking them, or a store employee, to complete a survey) and using this data to make inferences about customer behaviour, is an example of CI. Process Cust ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Dynamics
Customer dynamics is an emerging theory on customer-business relationships that describes the ongoing interchange of information and transactions between customers and organizations. These exchanges occur over a wide range of communication channels, such as phone, email, Web and text, including those outside of organizational control like social media. Similar to the scientific disciplines of family and social dynamics, Customer Dynamics looks at the relationships between organizations and customers from an interpersonal viewpoint. It goes beyond the transactional nature of the interaction to look at emotions, intent, and desires. It views interactions as a chain of events rather than single point occurrences. Customer dynamics is a subset of organizational dynamics, which describes how people function together to accomplish a task. The level of operational success is said to be determined by the behavioral nature of organizations—individuals' roles, interpersonal relations, an ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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