Autonomy's Approach to Speech Analytics
Autonomy fully supports and performs all forms of searching, including phoneme and word spotting techniques. In addition, Autonomy offers conceptual searching, which utilizes the sophisticated mathematical techniques built into its patented IDOL technology to identify and understand the conceptual relations between words that determine their meaning. Autonomy's advanced speech analytics uses automated meaning-based speech recognition to derive a hypothesis of the concepts in speech to analyze things such as: topics being discussed, identity and gender of speakers, emotions contained in conversation and presence of excessive silence or cross-talk. IDOL's advanced technology enables users to search audio, email and chat data from numerous sources using multilingual natural language query. This technology combines both phonetic and conceptual methods to overcome the limitations of keyword and phoneme matching approaches. Moreover, Autonomy's conceptual analytics technology takes into account the variable, complex and fundamentally human aspects of language that basic phonetic approaches cannot accommodate. For example, in the case of a customer calling about a recently purchased item that has just broken, speech analytics can analyze what is being said and categorize it for cross reference to other information repositories such as email or chat. From this information, the IDOL may see a pattern such as a significant volume of calls within a short time period about the same defective product. Alerts and reports are generated in real-time to flag such circumstances and address the problem before it worsens. Key Benefits:
- Retrieves information according to its meaning
- Combines phonetic and conceptual approaches to offer unique high-level functions
- Allows audio, video, email and chat to be indexed and searched
- Provides unrivalled accuracy by understanding words in context
- Patented search technology drastically reduces CPU and memory requirements
- Automatic customization via additional text material
- Fixed-latency real-time mode for media monitoring operations
"Speech analytics is one of the fastest growing segments within the speech technology industry. And based on our panel of experts, companies serious about deploying speech analytics should put Autonomy etalk on their short list of vendors to consider."
David Myron, Editorial Director, Speech Technology Magazine
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Autonomy Group Customers
