Finding a needle in a haystack!
Working in partnership with one of Canada’s leading Voice Recognition research teams, the Centre de Recherche Informatique de Montréal (CRIM.CA), UNIVOC has developed a unique multi-lingual Audio Mining solution.
While the UNIVOC Audio Mining solution was designed to address compliance requirements, any organization that has a high volume of recorded conversations will benefit from this solution. For organizations with the added complexity of simultaneous multi-lingual conversations the UNIVOC Audio Mining solution is the only system capable of meeting the demands of high volumes, quick turn around and exceptional search success rates.
The compliance challenge:
The UNIVOC Audio Mining solution can quickly, effectively and securely search through years of data to highlight key words and phrases. Any company that has had to turn over recorded conversations relating to a specific topic will understand the benefits of an automated system.
- Review large quantities of data without having to listen to each conversation.
- Successfully identify desired words and phrases with the best recognition rate in the industry.
- Maintain the security, integrity and confidentiality of your recorded information by limiting access to data to key management staff.
The efficiency challenge:
The UNIVOC Audio Mining solution can effectively monitor multi-lingual conversations for quality within the Contact Centre. Without having to listen to all conversations Contact Centre managers can:
- Identify agent conversations that do not meet quality of service objectives.
- Extract and segment agent conversations according to related content such as language, sales, service, general information, etc.
- Monitor remote agent calls for irregular background noises such as children, animals, television, radios, etc.
- Ensure that all business opportunities are explored by agents during a given customer interaction by promoting incentive programs and exploring cross selling opportunities.
Traditional Audio Mining technology automatically transcribes audio recordings and performs searches on the transcriptions. This method, although relatively inexpensive to implement, has inherent accuracy limitations in part due to the necessity of using a limited dictionary. UNIVOC has developed its technology based on phonetics processing in order to maximise performance and search accuracy. Any organization that requires the ability to identify and extract specific words and phrases from multi-lingual conversations hidden within large volumes of audio recordings will benefit from the UNIVOC Audio Mining solution.
UNIVOC Audio Mining (KWS) is available as a product or as an all inclusive service offering.KWS as a service
To mandate Univoc in order to conduct an investigation as a service is the simplest way to carry out a research in your audio recordings. It consists in only three simple steps:
- Audio transfer: The only thing you need to do is to provide Univoc with your audio recordings.Among accepted audio files there is .wav, .mp3, .wv and .ogg. The files can be transfered via physical support (ex.:DVD, hard drive, USB key) or via secured connection.
- Choose the expressions: Next, you must decide which expressions or keywords will be searched by the system. Univoc will assist you in this step to help you make the choices that will ensure the maximal performance of the audio mining.
- Audio mining results: Once the audio mining is done, Univoc will send you the results along with a tool allowing you to navigate them easily. This tool allows you to visualize the results as well as listen to them.
KWS as a product
If you anticipate the need to have many investigations, or if your data is too critical to risk transfers, the Univoc KWS solution as a product is what you need.
Univoc will guide you along the process:
- Advising you on your choice of servers.
- In carrying out the installation for you.
- By offering training and detailed documentation.
- By providing support and evolution of your KWS solution.
Univoc KWS includes:
- User friendly interface.
- Two users levels with associated access rights.
- Real time statistics on the investigations.
- Dictionary control interface, allowing you to easily adjust expressions you need to search.
- Exploring interface for investigation results.
