Fujitsu Corporation

Sachiko Onodera

Isao Namba

Ryo Ochitani

Satoshi Shinpuku

Hideki Yamanaka

Takashi Yanase

Yusuke Komaba

Isao Nanba

A device extracts prosodic information including a power value from a speech data and an utterance section including a period with a power value equal to or larger than a threshold, from the speech data, divides the utterance section into each section in which a power value equal to or larger than another threshold, acquires phoneme sequence data for each divided speech data by phoneme recognition, generates clusters which is a set of the classified phoneme sequence data by clustering, calculates an evaluation value for each cluster, selects clusters for which the evaluation value is equal to or larger than a given value as candidate clusters, determines one of the phoneme sequence data from the phoneme sequence data constituting the cluster for each candidate cluster to be a representative phoneme sequence, and selects the divided speech data corresponding to the representative phoneme sequence as listening target speech data.

Speech recognition dictionary creating support device, computer readable medium storing processing program, and processing method

The sound reproducing apparatus includes a replay section receiving unit that receives a request for reproducing a specific part of sound file from a user, a replay section determining unit that determines a replay section based on the request and conversation structure information stored in a sound data holding unit, and a reproducing unit that reproduces the replay section determined by the replay section determining unit.

Sound reproducing apparatus

This apparatus calculates, from the spoken dialogue data between a customer and an operator, the speech length of each speech. Then, it estimates the structure of the spoken dialogue data based on the speech length and specifies a speech-length-characteristic change time point (time) when the speaker who makes longer speeches changes. Then it extracts an information search time point (time) when the operator performs information search from operation log information about operator's operations performed during this conversation and determined both the ending time point of a part-to-elicit from the information search time point and the starting time point of the part-to-elicit from the speech length-characteristic change time point.

Apparatus and method for determining part of elicitation from spoken dialogue data

The apparatus acquires retrieval history data of information retrieval to be determined, and acquires voice data of the conversation heard about information necessary for the information retrieval. A predetermined keyword dictionary is referred to from the voice data, and an expression matching a keyword indicating necessary information for information retrieval is extracted, and defined as a keyword obtained before retrieval. Then, the keyword obtained before retrieval and the retrieval history data (a retrieval key, a selected document, and an order in the retrieval result of the selected document) are compared with the best case data accumulated in the best case data storage unit, the applicability of the keyword obtained before retrieval and the applicability of the retrieval key are determined, and the applicability of the information retrieving process is obtained based on the determination.

Apparatus and method for determining adequacy of information retrieving process

An outbound-operation support apparatus extracts a set of materials corresponding to received contents of an operation from a material database (DB) and extracts a theme and a knowledge-level value having a success rate larger than a predetermined threshold value from a value DB. Thereafter, a set of customer identifications corresponding to each of the extracted themes and the knowledge-level values is extracted from another value DB, and customer information corresponding to each of the customer identifications is extracted from a customer DB. The extracted material and the customer information are associated with each another and transmitted to an outbound agent terminal.

Computer product, outbound-operation support apparatus, and outbound-operation support method

A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent. By specifying from the model contents of the answer, a range of contents of the answer containing therein at least one of the phases where the ineptitude-degree is high, and lasting predetermined time, and generating teaching material with these contents, teaching material specialized for the inept answers of respective agents is provided, and agent training support performed.

Computer-readable recording medium having recorded therein agent training support program, and agent training support method and agent training support apparatus

Speech keywords are extracted from voice data on a response that an operator has made to an inquiry from a customer while referring to case data. Response keywords to be responded to the inquiry are extracted from the case data. After detecting a common keyword in the speech and response keywords, a support keyword is extracted from the speech keywords that appears in the response at a time near the appearance of the common keyword and that does not match the response keywords. Auxiliary data is stored which includes case identification information uniquely identifying the case data, a customer level indicating a knowledge level of the customer about the inquiry, and the support keyword.

Computer product, operator supporting apparatus, and operator supporting method

A transaction brokerage method and system brokering a transaction between an information transmitting terminal and an information receiving terminal, including registering a plurality of the information receiving terminals in advance; receiving a transaction request transmitted from the information transmitting terminal, the transaction request including the expiration time of the transaction request; and selecting one or more of the registered information receiving terminals within a predetermined range as the recipients of the transaction request and transmitting the transaction request. Transaction acceptances received within the expiration time included in the transaction request are validated and transmitted to the information transmitting terminal and a transaction possible or impossible indication is transmitted to the information receiving terminals.

Growing community of inventors

Kawasaki, Japan

Sachiko Onodera