BISON

Contact centers (CC) are an important business for Europe: 35,000 contact centers generate 3.2 Million jobs ( 1% of Europe's active population). A typical CC produces a wealth of multilingual spoken data that is nowadays mined by humans (CC agents and supervisors) or by rudimentary technical means... BISON consortium plans to bring significant innovations in three areas: (1) basic speech data mining technologies (systems quickly adaptable to new languages, domains and CC campaigns), (2) business outcome mining from speech (translated into improvement of CCs' Key Performance Indicators) and (3) CC support systems integrating both speech and business outcome mining in user-friendly way... The project will produce two prototypes: smallBison (end of the 1st year) will be a functioning system for real, though limited, deployment and user feedback collection. bigBison (end of the project) will include full range of capabilities and be fully integrated with CC hardware and software..

Primary location: Brno Czech Republic