Project Details

Big speech data analytics for contact centers

Project Period: 1. 1. 2015 - 31. 12. 2017

Project Type: grant

Code: 645323

Agency: European Comission EU

Program: Horizon 2020

Czech title
Analytika velkých řečových dat pro kontaktní centra
Type
grant
Keywords

contact centres, speech data mining, big data, speech recognition, keyword spotting

Abstract

Contact centers (CC) are an important business for Europe: 35,000 contact centers generate 3.2 Million jobs (~1% of Europes active population). A typical CC produces a wealth of multilingual spoken data that is nowadays mined by humans (CC agents and supervisors) or by rudimentary technical means. BISON consortium plans to bring significant innovations in three areas: (1) basic speech data mining technologies (systems quickly adaptable to new languages, domains and CC campaigns), (2) business outcome mining from speech (translated into improvement of CCs Key Performance Indicators) and (3) CC support systems integrating both speech and business outcome mining in user-friendly way. The project will produce two prototypes: smallBison (end of the 1st year) will be a functioning system for real, though limited, deployment and user feedback collection. bigBison (end of the project) will include full range of capabilities and be fully integrated with CC hardware and software infrastructure. Generation of business outputs will be demonstrated on real data. Business indicators and values for the market were instrumental for the definition of the project and will be crucial for project execution. BISON consortium is composed of eight players with complementary skills. Two end users running large CC operations (EBOS, Atento) are generating user requirements and are ready to deploy the prototypes immediately in real scenarios. Phonexia (the coordinator), Brno University of Technology and Telefónica I+D are experts in speech data mining - from R&D, data processing to developing products placed on the market. Telefónica Móviles is an expert in business outcome mining and MyForce is a skilled Contact Center hardware and software integrator. CC data involve a number of legal issues, therefore, the University of Bologna (with significant experience in regulatory and legal aspects) complements the consortium.

Team members
Černocký Jan, prof. Dr. Ing. (UPGM FIT VUT) , research leader
Burget Lukáš, doc. Ing., Ph.D. (UPGM FIT VUT) , team leader
Beneš Karel, Ing. (UPGM FIT VUT)
Cao Yujia, Ph.D. (UPGM FIT VUT)
Grézl František, Ing., Ph.D. (UPGM FIT VUT)
Hannemann Mirko, Dipl.-Ing. (UPGM FIT VUT)
Matějka Pavel, Ing., Ph.D. (UPGM FIT VUT)
Mošner Ladislav, Ing. (FIT VUT)
Nathans Riva, Bc. (UPGM FIT VUT)
Žmolíková Kateřina, Ing., Ph.D. (UPGM FIT VUT)
Support

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This project has received funding from the European Unions Horizon 2020 research and innovation programme under grant agreement No 645523.

Publications

2018

  • VESELÝ Karel, PERALES Carlos Segura, SZŐKE Igor, LUQUE Jordi and ČERNOCKÝ Jan. Lightly supervised vs. semi-supervised training of acoustic model on Luxembourgish for low-resource automatic speech recognition. In: Proceedings of Interspeech 2018. Hyderabad: International Speech Communication Association, 2018, pp. 2883-2887. ISSN 1990-9772. Detail
  • EGOROVA Ekaterina and BURGET Lukáš. Out-of-Vocabulary Word Recovery Using FST-Based Subword Unit Clustering in a Hybrid ASR System. In: Proceedings of ICASSP 2018. Calgary: IEEE Signal Processing Society, 2018, pp. 5919-5923. ISBN 978-1-5386-4658-8. Detail

2017

  • KARAFIÁT Martin, BASKAR Murali K., MATĚJKA Pavel, VESELÝ Karel, GRÉZL František, BURGET Lukáš and ČERNOCKÝ Jan. 2016 BUT Babel system: Multilingual BLSTM acoustic model with i-vector based adaptation. In: Proceedings of Interspeech 2017. Stockholm: International Speech Communication Association, 2017, pp. 719-723. ISSN 1990-9772. Detail
  • SILNOVA Anna, BURGET Lukáš and ČERNOCKÝ Jan. Alternative Approaches to Neural Network based Speaker Verification. In: Proceedings of Interspeech 2017. Stockholm: International Speech Communication Association, 2017, pp. 1572-1575. ISSN 1990-9772. Detail
  • PLCHOT Oldřich, MATĚJKA Pavel, SILNOVA Anna, NOVOTNÝ Ondřej, DIEZ Sánchez Mireia, ROHDIN Johan A., GLEMBEK Ondřej, BRÜMMER Niko, SWART Albert du Preez, PRIETO Jesús J., GARCIA Perera Leibny Paola, BUERA Luis, KENNY Patrick, ALAM Jahangir and BHATTACHARYA Gautam. Analysis and Description of ABC Submission to NIST SRE 2016. In: Proceedings of Interspeech 2017. Stockholm: International Speech Communication Association, 2017, pp. 1348-1352. ISSN 1990-9772. Detail
  • MATĚJKA Pavel, NOVOTNÝ Ondřej, PLCHOT Oldřich, BURGET Lukáš, DIEZ Sánchez Mireia and ČERNOCKÝ Jan. Analysis of Score Normalization in Multilingual Speaker Recognition. In: Proceedings of Interspeech 2017. Stockholm: International Speech Communication Association, 2017, pp. 1567-1571. ISSN 1990-9772. Detail
  • ONDEL Yang Lucas Antoine Francois, BURGET Lukáš, ČERNOCKÝ Jan and KESIRAJU Santosh. Bayesian phonotactic language model for acoustic unit discovery. In: Proceedings of ICASSP 2017. New Orleans: IEEE Signal Processing Society, 2017, pp. 5750-5754. ISBN 978-1-5090-4117-6. Detail
  • ZEINALI Hossein, SAMETI Hossein and BURGET Lukáš. HMM-Based Phrase-Independent i-Vector Extractor for Text-Dependent Speaker Verification. IEEE/ACM TRANSACTIONS ON AUDIO, SPEECH AND LANGUAGE PROCESSING, vol. 25, no. 7, 2017, pp. 1421-1435. ISSN 2329-9290. Detail
  • VESELÝ Karel, BASKAR Murali K., DIEZ Sánchez Mireia and BENEŠ Karel. MGB-3 BUT System: Low-resource ASR on Egyptian YOUTUBE data. In: Proceedings of ASRU 2017. Okinawa: IEEE Signal Processing Society, 2017, pp. 368-373. ISBN 978-1-5090-4788-8. Detail
  • BENEŠ Karel, BASKAR Murali K. and BURGET Lukáš. Residual Memory Networks in Language Modeling: Improving the Reputation of Feed-Forward Networks. In: Proceedings of Interspeeech 2017. Stockholm: International Speech Communication Association, 2017, pp. 284-288. ISSN 1990-9772. Detail
  • BASKAR Murali K., KARAFIÁT Martin, BURGET Lukáš, VESELÝ Karel, GRÉZL František and ČERNOCKÝ Jan. Residual Memory Networks: Feed-forward approach to learn long-term temporal dependencies. In: Proceedings of ICASSP 2017. New Orleans: IEEE Signal Processing Society, 2017, pp. 4810-4814. ISBN 978-1-5090-4117-6. Detail
  • VESELÝ Karel, BURGET Lukáš and ČERNOCKÝ Jan. Semi-supervised DNN training with word selection for ASR. In: Proceedings of Interspeech 2017. Stockholm: International Speech Communication Association, 2017, pp. 3687-3691. ISSN 1990-9772. Detail
  • ZEINALI Hossein, SAMETI Hossein, BURGET Lukáš and ČERNOCKÝ Jan. Text-dependent speaker verification based on i-vectors, Neural Networks and Hidden Markov Models. Computer Speech and Language, vol. 2017, no. 46, pp. 53-71. ISSN 0885-2308. Detail

2016

  • BRUMMER Johan Nikolaas Langenhoven, SWART Albert du Preez, PRIETO Jesús J., GARCIA Perera Leibny Paola, MATĚJKA Pavel, PLCHOT Oldřich, DIEZ Sánchez Mireia, SILNOVA Anna, JIANG Xiaowei, NOVOTNÝ Ondřej, ROHDIN Johan A., GLEMBEK Ondřej, GRÉZL František, BURGET Lukáš, ONDEL Yang Lucas Antoine Francois, PEŠÁN Jan, ČERNOCKÝ Jan, KENNY Patrick, ALAM Jahangir, BHATTACHARYA Gautam and ZEINALI Hossein et al. ABC NIST SRE 2016 SYSTEM DESCRIPTION. San Diego: National Institute of Standards and Technology, 2016. Detail
  • MATĚJKA Pavel, GLEMBEK Ondřej, NOVOTNÝ Ondřej, PLCHOT Oldřich, GRÉZL František, BURGET Lukáš and ČERNOCKÝ Jan. Analysis Of DNN Approaches To Speaker Identification. In: Proceedings of the 41th IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP 2016), 2016. Shanghai: IEEE Signal Processing Society, 2016, pp. 5100-5104. ISBN 978-1-4799-9988-0. Detail
  • NOVOTNÝ Ondřej, MATĚJKA Pavel, GLEMBEK Ondřej, PLCHOT Oldřich, GRÉZL František, BURGET Lukáš and ČERNOCKÝ Jan. Analysis of the DNN-Based SRE Systems in Multi-language Conditions. In: Proceedings of SLT 2016. San Diego: IEEE Signal Processing Society, 2016, pp. 199-204. ISBN 978-1-5090-4903-5. Detail
  • PLCHOT Oldřich, BURGET Lukáš, ARONOWITZ Hagai and MATĚJKA Pavel. Audio Enhancing With DNN Autoencoder For Speaker Recognition. In: Proceedings of the 41th IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP 2016), 2016. Shanghai: IEEE Signal Processing Society, 2016, pp. 5090-5094. ISBN 978-1-4799-9988-0. Detail
  • GRÉZL František and KARAFIÁT Martin. Bottle-Neck Feature Extraction Structures for Multilingual Training and Porting. In: Procedia Computer Science. Yogyakarta: Elsevier Science, 2016, pp. 144-151. ISSN 1877-0509. Detail
  • SKÁCEL Miroslav, KARAFIÁT Martin, ONDEL Yang Lucas Antoine Francois, UCHYTIL Albert and SZŐKE Igor. BUT Zero-Cost Speech Recognition 2016 System Description. In: CEUR Workshop Proceedings. Hilversum: CEUR-WS.org, 2016, pp. 1-3. ISSN 1613-0073. Detail
  • EGOROVA Ekaterina and SERRANO Jordi Lugue. Semi-Supervised Training of Language Model on Spanish Conversational Telephone Speech Data. In: Procedia Computer Science. Yogyakarta: Elsevier Science, 2016, pp. 114-120. ISSN 1877-0509. Detail
  • PEŠÁN Jan, BURGET Lukáš and ČERNOCKÝ Jan. Sequence Summarizing Neural Networks for Spoken Language Recognition. In: Proceedings of Interspeech 2016. San Francisco: International Speech Communication Association, 2016, pp. 3285-3289. ISBN 978-1-5108-3313-5. Detail
  • GRÉZL František, EGOROVA Ekaterina and KARAFIÁT Martin. Study of Large Data Resources for Multilingual Training and System Porting. In: Procedia Computer Science. Yogyakarta: Elsevier Science, 2016, pp. 15-22. ISSN 1877-0509. Detail
  • ONDEL Yang Lucas Antoine Francois, BURGET Lukáš and ČERNOCKÝ Jan. Variational Inference for Acoustic Unit Discovery. In: Procedia Computer Science. Yogyakarta: Elsevier Science, 2016, pp. 80-86. ISSN 1877-0509. Detail
  • SZŐKE Igor and ANGUERA Xavier. Zero-Cost Speech Recognition Task at Mediaeval 2016. In: CEUR Workshop Proceedings. Hilversum: CEUR-WS.org, 2016, pp. 1-3. ISSN 1613-0073. Detail

2015

  • SZŐKE Igor, METZE Florian, RODRIGUEZ-FUENTES Luis J., PROENCA Jorge, BUZO Andi, LOJKA Martin, ANGUERA Xavier and XIONG Xiao. Query by Example Search on Speech at Mediaeval 2015. In: CEUR Workshop Proceedings. Wurzen: CEUR-WS.org, 2015, pp. 1-3. ISSN 1613-0073. Detail
  • KARAFIÁT Martin, GRÉZL František, BURGET Lukáš, SZŐKE Igor and ČERNOCKÝ Jan. Three ways to adapt a CTS recognizer to unseen reverberated speech in BUT system for the ASpIRE challenge. In: Proceedings of Interspeech 2015. Dresden: International Speech Communication Association, 2015, pp. 2454-2458. ISBN 978-1-5108-1790-6. ISSN 1990-9772. Detail
  • GLEMBEK Ondřej, MATĚJKA Pavel, BURGET Lukáš, SCHWARZ Petr, PEŠÁN Jan and PLCHOT Oldřich. Voice-print transformation for migration between automatic speaker identification systems. Abstract book of the 7th European Academy of Forensic Science Conference. Praha: Criminal Police Department Prague, 2015. ISBN 978-80-260-8659-8. Detail
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