Advanced Media Co., Ltd.'s voice recognition solution for call centers, AmiVoice Communication Suite2, is now linked with SCSK Co., Ltd.'s system "VOiC for SAP HANA." It will be available from September.
"VOiC for SAP HANA" is a system that detects complaints and predicts defections and contract closures in real time based on voice-recognized text.
Using AmiVoice Communication Suite 2, we are building a machine learning model that instantaneously converts conversations between customers and operators into text, and calculates the probability of complaints and improvement/decrease in satisfaction based on the content of the conversation in real time. Judgments by the model are scored based on more than 100 features such as combinations of expressions, number of times, conversation speed, conversation ratio, etc., so a model that makes optimal predictions is generated, so it is possible to make highly accurate judgments. It has become.
■SCSK release
https://www.scsk.jp/news/2015/press/product/20150807_2.html
