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Voice Logging and Search Technology in IP Telephony Call Center

  • Kohta Ohshima
  • Eiji Muramatsu
  • Yasutaka Otake
  • Kimihiko Ando
  • Hiroki Ohno
  • Matsuaki Terada
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 3961)

Abstract

The Computer Telephony Integration system using VoIP has various usefullness. In particular, the demand for preservation and practical use of real-time voice information for telephone applications, is high in recent years. In the present paper, we investigate the voice logging system using a mid-scale IP phone call center having approximately 20 seats. The proposed system is characterized by the following four points: (1) reduction of packet loss and the impact thereof, (2) speech recognition technology to generate text information, (3) technology for dividing voice streams into paragraphs, and (4) the ability to treat voice and text seamlessly. The proposed system is evaluated by developing a prototype system that is equipped with the above features. Based on the results, a high recognition rate and telephone call preservation was achieved for 20 seats.

Keywords

Packet Loss Recognition Rate Speech Recognition Session Initiation Protocol Call Center 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Kohta Ohshima
    • 1
  • Eiji Muramatsu
    • 1
  • Yasutaka Otake
    • 1
  • Kimihiko Ando
    • 1
  • Hiroki Ohno
    • 2
  • Matsuaki Terada
    • 3
  1. 1.Graduate School of TechnologyTokyo University of Aguriculture and Technology 
  2. 2.Intellectual Property Department Legal Affairs DivisionToppan Forms CO., LTD. 
  3. 3.Institute of Simbiotic Science and TechnologyTokyo University of Agriculture and Technology 

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