Voice Recognition Technology AmiVoice ® By working with
Qualica Inc. (President and CEO: Nishida Mitsushi, headquarters: Koto-ku, Tokyo), a member of the IT Holdings Group, will begin selling "VextResume" on June 30th. VextResume automatically summarizes the content of calls at call centers and assists in the entry of response history.
This product is an integrated voice solution for call centers from Advanced Media Corporation (CEO: Kiyoyuki Suzuki, headquartered in Toshima-ku, Tokyo). AmiVoice ® Communication Suite It is a system that works together with
■ Features of "VextResume" (new product)
VextResume is AmiVoice ® Communication Suite This solution uses text mining technology to automatically summarize in real time the contents of conversations between operators and customers that have been converted to text by the service. This product is expected to significantly reduce the time spent on after-call work, standardize the quality of response history, and improve the utilization of VOC.
<Problems with conventional summarization systems>
- The speech of the operator alone is summarized using a substitution method, so the content is simply written as "This is an inquiry about XX of XX."
・ Specific statements such as what issues the customer was having are missing.
<Features of VextResume>
・Important utterances from customers and operators are automatically extracted based on past response history and recommended as response history candidates. This significantly reduces the time required to create response history.
- In particular, it allows you to record all customer comments without missing anything, eliminating inconsistencies in the content written by each person in charge.
- The summary parameter maintenance function for templates, etc. allows you to maintain high accuracy of summary processing at all times.
■ "VextResume" processing flow (Figure 1)
The voice recognition results are summarized based on past knowledge accumulated in the response history. The key point is that it has two flows: summarization and maintenance.
1: Call audio AmiVoice ® Communication Suite It recognizes voice and converts it into text in real time.
2: Use VextResume to perform a conceptual search for unnecessary expressions and extract and delete them.
3: The text is further summarized based on past knowledge accumulated in the response history.
4: The summarized text is recorded as response history and the process is completed.
5: The recorded summary sentences are used as re-learning data when maintaining summary templates.
■ Example of a summary using "VextResume" (Figure 2)
This is an example of summarizing customer utterances. The original phone call text transcribed by voice recognition technology contains unnecessary expressions such as "yes" and "uh-huh," which are first deleted. (Result of deleting unnecessary expressions) Next, important utterances are extracted based on the accumulated templates and presented as candidates for the response history. In this example, three points have been appropriately extracted as important points: "I want to cancel," "I was told I can't cancel, but that's troubling," and "I can't afford it." Operators can easily create response history by editing these results.
The above summary processing uses the analysis technology of VextMiner, a text mining tool with a track record of selling to over 400 companies and over 10 years of operational experience.
■ "VextResume" interface (Figure 3)
The VextResume screen is designed to allow you to edit the call history on the spot while checking the automatic summary results. The screen displays important statements made by the operator and the customer during the call, as well as past reference cases similar to the call content, allowing you to create a call history quickly and efficiently. You can also check the call history displayed in chronological order, preventing any omissions.
■ System configuration of "VextResume"
VextResume is a web application built from a client and a server. AmiVoice ® Communication Suite By linking the servers, the process from acquiring the call to speech recognition and summarizing is seamless. Advanced Media's speech recognition system has been introduced to approximately 30 call center companies (as of the end of March 2011), and provides highly accurate speech recognition that can recognize speech from any speaker in real time.
Qualica and Advanced Media have announced that they will develop and sell "VextResume" and " AmiVoice ® Communication Suite In order to expand sales of ", we have been strengthening our organizational structure since April of this year, and our sales target for the first year is 4 companies. The scheduled shipping date for this product is September 9st.
＜Reference price＞ (Please contact us for details.)
■VextResume: 2,000,000 yen (5 user version)
■ AmiVoice ® Communication Suite ： From 4 million yen
[Overview of each product]
◆ " AmiVoice ® Communication Suite '
This is the only integrated voice recognition solution that can not only improve response quality and call reception efficiency and comply with compliance requirements through features such as "search support through keyword detection" and "simultaneous monitoring of multiple operators by viewing text," but also aggregates voices collected at call centers into a voice database, allowing it to be used for management purposes from various perspectives, such as VOC extraction and analysis.
◆ "VextMiner®"
VexｔMiner® quantifies the target text data and automatically generates a knowledge model. This unique method allows it to quickly analyze huge amounts of text data without creating complicated dictionaries, making it a text mining tool that efficiently supports new discoveries. VexｔMiner® is effective in analyzing marketing data such as surveys and "customer feedback" received at call centers, and is a scalable system that can handle analysis tasks of over 2 million cases per time.
[Overview of each company]
■ Overview of Qualica URL: http://www.qualica.co.jp
Location: 5-29-15 Toyo, Koto-ku, Tokyo
President and CEO: Mitsushi Nishida
Capital: 12 yen
Shareholders and shareholding ratio: IT Holdings 80%, Komatsu 20%
Number of employees: 730 (as of April 2011, 4)
Sales: 138 billion yen (fiscal year ending March 2010)
Established: November 1982
Business overview: As an IT solutions provider, the company is engaged in a wide range of businesses, including business system development, package software development, system operation, and information terminal manufacturing for the manufacturing, distribution and service industries. The company has a wide range of achievements, including having been involved in system development and operation for Komatsu for many years.
■ Overview of Advanced Media
URL: http://www.advanced-media.co.jp/
Company name: Advanced Media Inc.
Location: Head Office: Sunshine City Cultural Hall 3F, 1-4-XNUMX Higashi-Ikebukuro, Toshima-ku, Tokyo
Representative: Kiyoyuki Suzuki, Chairman and CEO
Capital: 45 million yen (85 shares) (as of the end of March 152,602)
Established: XNUM X Year X NUM X Month X NUM X Day
Business Overview: AmiVoice ® "Solution business" that plans, designs, and develops voice recognition solutions that incorporate
◆ AmiVoice ® "License business" that provides application products that incorporate
◆ "Service business" that provides AmiVoice® as a service to corporate users and general consumers
[Inquiries regarding this matter]
■Inquiries from the media
Public Relations, Corporate Planning Department, Qualica Inc.
TEL: 03-5857-8122 FAX: 03-5857-8128
Advanced Media, Inc.
Business Management Headquarters Public Relations Team
TEL：03-5958-1307
Email: press@advanced-media.co.jp
■ Inquiries from customers
Qualica Inc. Solutions Division Text Mining Department
TEL: 03-5857-8173 FAX: 03-5857-8188
email: vext_miner_sales@qualica.co.jp
Advanced Media, Inc.
Sales Headquarters Oyanagi
TEL：03-5958-1091
Email: info@advanced-media.co.jp
*The company names and product names listed are registered trademarks or trademarks of the respective companies.
