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Progress Report AMITIES Meeting Sheffield May 2002: Enhancing Capitol User Needs

Summary of AMITIES meeting in Sheffield providing updates on user needs analysis, data collection, and system integration for Capitol call routing. Focus on audio mining, data transcription, and implementing new services. Progress towards improving customer interactions and quality control.

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Progress Report AMITIES Meeting Sheffield May 2002: Enhancing Capitol User Needs

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  1. Vecsys Progress Report Bernard Prouts AMITIES meeting – Sheffield May 2002

  2. WP1: User needs at Capitol • Call routing currently handled via a 3 item menu • Capitol dialogs too difficult to handle with an automated system • Main interest is audio mining of the calls in order to get information and statistics related to • Primary concerns of customers • Quality control of interaction (clients/account manager) • Modification/addition of services • Decision was taken to focus on audio mining AMITIES meeting – Sheffield May 2002

  3. WP2: Data Collection • Capitol • 100 dialogs manually transcribed • Special RACAL software to automatically recover a large number of dialogs has been developed • GE Paris • Digitalization of 500 dialogs recorded at GE • Recording program developed and tested at GE • Vocal server under development for collecting more data (see WP6) • Next steps: • Transcribing an additional 900 Capitol dialogs (1st June) • Installing recording machine and Transcriber at GE AMITIES meeting – Sheffield May 2002

  4. WP6: System Integration • Building one box system with Dialogic telephony board under Linux • Make recognition and audio Oasis services compliant with Galaxy communicator • Test configuration by porting Arise followup system Recital to new the platform AMITIES meeting – Sheffield May 2002

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