 Voice Miner is an innovative system processing 100% of customer service voice data. During processing, the system detects the emotional tone of the talking partners, recognizes key words, and provides complex reports, query and business analysis opportunities. Voice Miner automatically processes all customer service conversations. During the process the system stores • relevant key words from the conversation, and the time these words were said,
• the emotional information of the conversation and the changes thereof,
• the whole conversation, separating the customer’s side from the administrator’s. Increasing efficiency of CRM Voice Miner’s intelligent technology based on speech-signal processing increases the efficiency of existing CRM systems. With the information provided by the system you will have the chance to: • learn the real emotions of customers, and this way measure their level of satisfaction,
• automatically grade and evaluate conversations, filter not appropriate ones,
• controll, whether compulsory words and phrases (greeting, or product name in a campaign) have been said by the administrator
• measure administrators’ performance more accurately; enable more targeted and more exact manual expert checks,
• increase efficient and quality customer service in total.
Technology Voice Miner is a unique combination of business intelligence and artificial intelligence (AI) systems. Voice Miner implements the latest AI-based speech-signal processing and speech-signal and emotion-detection technologies. It uses machine learning algorithms to detect emotional features and phonemes. Moreover, Voice Miner includes a speaker-independent speech-identification technology, separating the administrator’s voice from the customer’s, using kernel methods. The business intelligence layer stores the extracted information in an appropriate form and ensures easy access and simple handling, so that the required information can easily be forwarded to the decision-makers.
Voice Miner’s components • Emotion-detection
• Keyword-detection
• Speaker separation
• User interface
• Language model
• Modern dashboard and ad-hoc analysis
Voice Miner’s system has a robust, scalable architecture, the processing performance can be increased linearly. The number of servers doing the highly calculation-demanding voice processing, can be expanded according to individual needs. User interfaces with modern Java/ Ajax and Flash technologies, are built on thin web clients to facilitate simple remote management.  The project was realized by the subsidy of the European Union and the partner support of the European Regional Development Fund.
Name of project: Develop the voice mining technology to a marketable product in the Hungarian environment as well as the methodologies based on it, which evolve the efficiency expansion on each field of the customer relation managent.
Identifier number: GOP-1.3.1-07/1-2008-0043
Project description: The result of the project is an informatics system based on internationally new technologies, which analyze within lawful confines the emotional background of the customer services and the customers’ conversations. The function of customer services become more controllable, and the marketing and CRM tools are supplemented with new methods that point out the so far unkown and otherwise unexplorable connections of customer-relations.
Measure of support: 97.292.500 Ft
Recipient:
Nextent Informatics Co.
Budapest 1134, IV. floor, G. Bldg, Váci street 45.
Tel: +36 1 246 2907
Fax: +36 1 239 0133
www.nextent.hu
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Contributory organization:
Hungarian Economic Development Co.
Supporting organization:
National Development Agency --------------------------------------------------------------------------------------------------------------------------------------------------------------- Name of project: Develop internet search technology based on komplex language analysis, innovative heuristic methods and self-learning artificial intelligence algorithms.
Identifier number: GOP-1.1.1-07/1-2008-0006
Project description: The aim of the project is to develop innovative heuristic methods and artificial intelligence algorithms based internet search technology by combining language processing, mathematics and artificial intelligence science fields. This method relaizes a more complex, more user-friendly and much more effective human thinking and preference modelling search than the presently accessible searching technologies.
Measure of support: 153.883.250 Ft
Contributory organization:
Hungarian Economic Development Co.
Supporting organization:
National Development Agency
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