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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. 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 applications include voice user interfaces ... [...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 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 content significant ... [...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. Written as a formula: \text = \frac Recall (also known as sensitivity) is the fraction of relevant instances that were retrieved. Written as a formula: \text = \frac 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 ex ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Information Retrieval
Information retrieval (IR) in computing and information science is the task of identifying and retrieving information system resources that are relevant to an Information needs, information need. The information need can be specified in the form of a search query. In the case of document retrieval, queries can be based on full-text search, 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; it also stores and manages those documents. Web search engines are the most visible IR applications. Overview An information retrieval process begins when a user enters a query into the sys ... [...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 entitled "Affective Computing" and her 1997 book of the same name 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 inter ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
North America
North America is a continent in the Northern Hemisphere, Northern and Western Hemisphere, Western hemispheres. North America 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 south and west by the Pacific Ocean. The region includes Middle America (Americas), Middle America (comprising the Caribbean, Central America, and Mexico) and Northern America. North America covers an area of about , representing approximately 16.5% of Earth's land area and 4.8% of its total surface area. It is the third-largest continent by size after Asia and Africa, and the list of continents and continental subregions by population, fourth-largest continent by population after Asia, Africa, and Europe. , North America's population was estimated as over 592 million people in list of sovereign states and dependent territories in North America, 23 independent states, or about 7.5% of the world's popula ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telecommunications
Telecommunication, often used in its plural form or abbreviated as telecom, is the transmission of information over a distance using electronic means, typically through cables, radio waves, or other communication technologies. These means of transmission may be divided into communication channels for multiplexing, allowing for a single medium to transmit several concurrent Session (computer science), communication sessions. Long-distance technologies invented during the 20th and 21st centuries generally use electric power, and include the electrical telegraph, telegraph, telephone, television, and radio. Early telecommunication networks used metal wires as the medium for transmitting signals. These networks were used for telegraphy and telephony for many decades. In the first decade of the 20th century, a revolution in wireless communication began with breakthroughs including those made in radio communications by Guglielmo Marconi, who won the 1909 Nobel Prize in Physics. Othe ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Outsourcing
Outsourcing is a business practice in which companies use external providers to carry out business processes that would otherwise be handled internally. Outsourcing 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 at a time when industrial jobs in the United States were being moved overseas, contributing to the economic and cultural collapse of small, industrial towns. In some contexts, the term smartsourcing is also used. The concept, which ''The Economist'' says has "made its presence felt since the time of the Second World War", often involves the contracting out 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 ( privatiz ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Intelligence
Customer intelligence (CI) as part of business intelligence is the process of gathering information regarding customers, and their details and activities, to build deeper and more effective customer relationship management, customer relationships and improve decision-making by vendors. Customer relationship management 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 custo ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Dynamics
In sales, commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or an idea, obtained from a seller, vendor, or supplier via a financial transaction or an exchange for money or some other valuable consideration. Etymology and terminology Early societies relied on a gift economy based on favours. Later, as commerce developed, less permanent human relations were formed, depending more on transitory needs rather than enduring social desires. Customers are generally said to be the purchasers of goods and services, while clients are those who receive personalized advice and solutions. Although such distinctions have no contemporary semantic weight, agencies such as law firms, film studios, and health care providers tend to prefer ''client'', while grocery stores, banks, and restaurants tend to prefer ''customer'' instead. Client The term client is derived from Latin ''clients'' or ''care'' meaning "to ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
