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.
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 .
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 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.
Benjamin Herbert, and
In: Working Notes of the 10th Workshop of the Cross Language Evaluation Forum (CLEF), August 2009 - PDF
György Szarvas, and
In: Proceedings of the 5th ACL SIGLEX Workshop on Semantic Evaluation, p. 210--213, Juli 2010 - PDF
György Szarvas, and
In: Proceedings of the 33rd European Conference on Information Retrieval, p. (to appear), 2011. - PDF
Torsten Zesch, and
In: Proceedings of the 12th International Conference on Intelligent Text Processing and Computational Linguistics (CICLing 2011), p. 289-303, Februar 2011 - PDF
Benjamin Herbert, Doctoral Researcher
Dr. György Szarvas, Post-Doctoral Researcher
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.