*M itsubishi Electric’s AI creates the S tate-of-the- ART
in technology
Fig. 1: Example application at call center
Key Features
1. Automatically generates written records and halves final
report preparation time
Recordings of call-center dialogues prepared with conventional speech-recognition technology typically contain extraneous utterances, broken speech, etc., making it difficult for the software to generate useful written records of the dialogues.
Mitsubishi Electric’s new technology (Fig. 2), however,
learns dialogue contexts to accurately determine meanings, including for
colloquial and semantical expressions. It then uses data from past reports to
correct broken speech, grammatical errors, word choices, etc. to generate
complete natural sentences.
Next, it extracts the most similar and shortest sentences from past reports edited by staffers and then finally produces a summarized written record. Internal tests showed that Mitsubishi Electric’s new technology not only dramatically condenses Japanese text volume, about 90% of the text is usable compared to about 30% in the case of conventional technology, which enables call-center staffers to roughly halve the time they require to manually prepare their final reports.
2. Incrementally learns manual corrections to gradually
improve correction accuracy
When people call to inquire about new products, etc., it is
difficult to generate accurate records of these conversations automatically
since conventional software cannot refer to call histories and past reports
covering similar topics. To overcome this obstacle, Mitsubishi Electric's new
AI technology steadily refreshes and updates its knowledge by referring to
recently edited reports to learn how staffers manually convert broken syntax,
colloquial expressions, homonyms, etc. into more natural language.
Comparison of new and conventional methods
Dialogue processing method | Performance | |
---|---|---|
New | Maisart learns call histories and past reports to create a written record, and then extracts the most similar and shortest sentences from manually produced past reports to generate a condensed record of summarized natural sentences | About 90% of generated record usable in final report |
Conventional | AI learns how to convert spoken sentences into summarized sentences through end-to-end machine learning. | About 30% of generated record usable in final report |
Future plans
Mitsubishi Electric will evaluate its new technology through demonstration tests at the company's own call center from March 2021, aiming eventually to use it to generate records of phone conversations with customers regarding product malfunctions, product inquiries, etc.
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