Semantics- and Emotion-Based Conversation Management in Customer Support (SIGMUND)

 

Motivation

Customer Relationship Management (CRM), call center systems and their strategic integration plays a major role in the organisation of efficient customer service and contact. This integration requires the quick and efficient access of information, as in a telephone conversation customer-related data has to be available in real-time.

 

For the outbound telephony usually a certain amount of support is availabe in CRM systems (e.g. campaign management), however for incoming calls there is only minimal support available - mostly based on the telephone number of the caller. Providing context-relevant information would be an outstanding step to optimise telephone-bound customer processes.

 

Goals

SIGMUND is expected to open a completely new area of situation-based support for telephone-bound conversation: real-time support for the agent / consultant by automatically monitoring conversations; retrieval and presentation of information relevant to the context .

 

System Architecture

SIGMUND addresses the new field of context-sensitive support for call centers. Research and development focuses on real-time support for the call center agent: the ongoing conversation is automatically monitored and relevant information is selected and presented within the context of the conversation. Therefore, the efficiency of consultation largely improves.

 

SIGMUND focuses on two highly innovative and research-oriented areas:

     

  • The application recognizes customer behaviour and the topic of the conversation by automatically analyzing the speech and presenting resulting hypotheses during the conversation.
  • Semantically enriched CRM data relevant to the context is retrieved and displayed to support the agent during the consultation. The semantic content is extracted using advanced Information Retrieval and Text Mining methods
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The SIGMUND project develops applied prototypes in these innovative research areas and aims to completely integrate language and knowledge engineering and call center management to support consultants / agents.

 

For further information, you can also visit the SIGMUND project homepage.

 

 

Overview of the SIGMUND Architecture

Project Publications

Additional Attributes

Type

Publications

 

People

Funding

The project is funded by the German Ministry of Education and Research (BMBF) as part of the Call "SME-innovations: Information- and Communikation Technologies (ICT)" - Software Systems and Knowledge Processing.

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