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Customer Concern Insight Problem: TMD receives ca. 5m calls per month, >1m of which are lost.
Result: frustrated customers and lost opportunities to gain customer insight!
Solution: improve “customer concern completion” by

  • Gaining insight into reasons for lost calls.
  • Improving call routing/ enabling call-back.
  • Enabling cross-checks with business.“Innovation” work package contribution to DTKS consolidation of voice portals.

Key deliverables

  • Modules for rapid and semi-automatic generation of statistical language models in given domains.
  • Evaluation and implementation of transcription of unconstrained speech using statistical language models (SLMs).
  • Voice analytics modules: improved logging for speech mining and quality auditing for contact centers, feedback loop to IVR system.
  • Computation of economic effect and customer satisfaction. Guidelines for consistent DTKS “voice user interface”.

Time Frame: 

02/2008 - 07/2009
T-labs Team Members:
Florian Metze, Caroline Clemens

Christin Krüger, Sven Werner

T-Systems SI, UKA/ CMU, IBM, EML, Nuance.
Funding by:
See list of publications by Metze and Clemens

Zusatzinformationen / Extras

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