Voice logging and search technology in IP telephony call center

  • Authors:

  • Kohta Ohshima;Eiji Muramatsu;Yasutaka Otake;Kimihiko Ando;Hiroki Ohno;Matsuaki Terada

  • Affiliations:

  • Graduate School of Technology, Tokyo University of Aguriculture and Technology;Graduate School of Technology, Tokyo University of Aguriculture and Technology;Graduate School of Technology, Tokyo University of Aguriculture and Technology;Graduate School of Technology, Tokyo University of Aguriculture and Technology;Intellectual Property Department Legal Affairs Division, Toppan Forms CO., LTD.;Institute of Simbiotic Science and Technology, Tokyo University of Agriculture and Technology

  • Venue:
  • ICOIN'06 Proceedings of the 2006 international conference on Information Networking: advances in Data Communications and Wireless Networks
  • Year:
  • 2006

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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.