Abstract: A summarization performance evaluation method, and a summarization system sensitive to text categorization using the evaluation method is provided. The summarization system includes a database for storing the text to be summarized, a learning module which performs learning with machine learning in order to identify the categories and extract the summary of the text uploaded to the database, a categorization unit which identifies the categories of the text as a result of machine learning of the learning module, and is provided in the learning module, a sentence unit which summarizes the text as a result of machine learning of the learning module, and is provided in the learning module, a text summarization performance evaluation module for comparing the topic scores.

Abstract: An interactive and automated training system, including a training portal having a training database, a training material creating module including a recorder and a dialogue identifier, a training and practicing module for training and practicing interactively with a trainee user, and a testing module for providing test case scenarios and grading a performance level of the trainee user. The recorder records real time interaction between an employee and a customer. The dialogue identifier differentiates the real time interaction into an employee dialogue and a customer dialogue, and provides indexing of subparts of the real time interaction. The training material creating module stores the real time interaction into the training database along with indexing data of the subparts of the real time interaction. The training material creating module categorizes a plurality of real time interactions stored in the training database into a plurality of training scenarios.

Abstract: An analytics system to analyze and report customer experience, comprising a customer interface device, an analysis server which analyzes data from a customer and a machine, and the database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server. The analytics system analyzes and reports customer experience.

Abstract: An analytics system to analyze and report customer experience, comprising a customer interface device, an analysis server which analyzes data from a customer and a machine, and the database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server. The analytics system analyzes and reports customer experience.

Abstract: An interactive and automated training system, including a training portal having a training database, a training material creating module including a recorder and a dialogue identifier, a training and practicing module for training and practicing interactively with a trainee user, and a testing module for providing test case scenarios and grading a performance level of the trainee user. The recorder records real time interaction between an employee and a customer. The dialogue identifier differentiates the real time interaction into an employee dialogue and a customer dialogue, and provides indexing of subparts of the real time interaction. The training material creating module stores the real time interaction into the training database along with indexing data of the subparts of the real time interaction. The training material creating module categorizes a plurality of real time interactions stored in the training database into a plurality of training scenarios.

Abstract: A speech analysis and evaluation system and method where behavioral and conversational features of successful customer representatives are determined. Reference models are obtained by analyzing the voices of the successful customer representatives using the voices' monotony and hesitation acoustic parameters and their respective speech recognition reliability score. A successful customer representative is the one that increases customer's satisfaction as a result of a conversation with a customer. Reference models that are generated by analyzing the voices of successful customer representatives are used for recruitment and training purposes.

Abstract: Disclosed is a speaker diarization process for determining which speaker is speaking at what time during the course of a conversation. The entire process can be most easily described in five main parts: Segmentation where speech/non-speech decisions are made; frame feature extraction where useful information is obtained from the frames; segment modeling where the information from the frame feature extraction is combined with segment start and end time information to create segment specific features; speaker decisions when the segments are clustered to create speaker models; and corrections where frame level corrections are applied to the information extracted.

Abstract: A dialog management system functioned by a special search algorithm, the search algorithm comprises the rule of recognizing the phrase directly, converting the words into terms, filtering the adjacency terms and recognizing, the dynamic field the Dialog Management System comprises: an application conducting a predefined operation between a user and a terminal; an input unit receiving an utterance from the user; recognition unit recognizing and converting the received utterance from sound into sequential words in a written text; processor; wherein the processor comprises dynamic field recognition unit; conversion unit, filter unit, a matching unit; a database storing a dictionary that includes the all of the definition of words and the word-term list.

Abstract: Disclosed is a speaker diarization process for determining which speaker is speaking at what time during the course of a conversation. The entire process can be most easily described in five main parts: Segmentation where speech/non-speech decisions are made; frame feature extraction where useful information is obtained from the frames; segment modeling where the information from the frame feature extraction is combined with segment start and end time information to create segment specific features; speaker decisions when the segments are clustered to create speaker models; and corrections where frame level corrections are applied to the information extracted.

Abstract: A dialog management system functioned by a special search algorithm, the search algorithm comprises the rule of recognizing the phrase directly, converting the words into terms, filtering the adjacency terms and recognizing, the dynamic field the Dialog Management System comprises: an application conducting a predefined operation between a user and a terminal; an input unit receiving an utterance from the user; recognition unit recognizing and converting the received utterance from sound into sequential words in a written text; processor; wherein the processor comprises dynamic field recognition unit; conversion unit, filter unit, a matching unit; a database storing a dictionary that includes the all of the definition of words and the word-term list.

Abstract: The present invention relates to implementing new ways of automatically and robustly evaluating agent performance, customer satisfaction, campaign and competitor analysis in a call-center and it is comprising; analysis consumer server, call pre-processing module, speech-to-text module, emotion recognition module, gender identification module and fraud detection module.

Abstract: The present invention relates to a non-standard speech detection system and method whereby a speech is analyzed based on models that are trained using personalized speech for each individual. The model is stored in a database and used to analyze a speech in real time to determine the content and behavior of an individual who is a party to a conversation that produces the speech. The results of the analysis can be used to determine if a conversation takes place under normal circumstances or under extraneous circumstances.

Abstract: A user ID authentication method, wherein it comprises the process step of realization of a call between the phone number recorded previously in the customer information database (5), and the interactive voice response system (IVR) (1) in the case where a user logs over a web browser (4) into a restricted access system requiring high security such as Internet banking.

Abstract: A speech analysis and evaluation system and method where behavioral and conversational features of successful customer representatives are determined. Reference models are obtained by analyzing the voices of the successful customer representatives. A successful customer representative is the one that increases customer's satisfaction as a result of a conversation with a customer. Reference models that are generated by analyzing the voices of successful customer representatives are used for recruitment and training purposes.

Abstract: The present invention relates to a non-standard speech detection system and method whereby a speech is analyzed based on models that are trained using personalized speech for each individual. The model is stored in a database and used to analyze a speech in real time to determine the content and behavior of an individual who is a party to a conversation that produces the speech. The results of the analysis can be used to determine if a conversation takes place under normal circumstances or under extraneous circumstances.

Abstract: The present invention relates to implementing new ways of automatically and robustly evaluating agent performance, customer satisfaction, campaign and competitor analysis in a call-center and it is comprising; analysis consumer server, call pre-processing module, speech-to-text module, emotion recognition module, gender identification module and fraud detection module.

Abstract: A user ID authentication method, wherein it comprises the process step of realization of a call between the phone number recorded previously in the customer information database (5), and the interactive voice response system (IVR) (1) in the case where a user logs over a web browser (4) into a restricted access system requiring high security such as Internet banking.