If you look at an individuals life today you now have two timelines – theirs and the digital data life that runs beside them – until their deaths and beyond. This can be used to aid their lives and this is one of the main aspects that Projectbrainsa

BrainSpace

(projectbrainsaver)

 

 

 

 

Until a few years ago data on individuals was held on an ad-hoc basis on paper, microfiche or on mainframe computer by large companies, governments and government organisations – hospitals, etc..

 

With the advent of the world wide web and cheaper, faster computers data on individuals started to become a standard ‘must’ for most companies, both large and small, to help them sell their products to the largest markets possible. Networking allows governments to consolidate data on individuals – in the main to give better service to those individuals.

 

If you look at an individuals life today you now have two timelines – theirs and the digital data life that runs beside them – until their deaths and beyond.

 

This can be used to aid their lives and this is one of the main aspects that Projectbrainsaver (BrainSpace) sets out to exploit for their benefit from now onwards.

 

Mark Aldiss – Ty Crwn Bach – Harlech – Gwynedd – Wales – UK

01766 781 342 – 07747 838 440 – projectbrainsaver@gmail.com

 

Table Of Contents

BrainSpace

System Additions

Projectbrainsaver (BrainSpace)

Staged Development

Now

The Core

Examples

‘Big Brother’ Remover

An ‘Active Sales Agent’ for all ideas, thoughts, happenings

 

System Additions 

 

A system that would help millions of people join in with this world without having to have a computer and the internet – a system that kicks the ‘digital divide’ into a cocked hat.

A system that will give answers to people when they want them.

A system that will help them with their personal lives and their lives regarding interaction with the rest the society around them.

A system that will help with lifelong learning.

A system that allows their thoughts and memories to have value.

A system that gives millions of people the chance to use their brains for personal and social gain.

A system that finds them personal help when they need it.

A system that will get rid of ‘Big Brother’ once and for all.

A system that allows growth unfettered by the chains of local negative thinking.

A system that works on their behalf whilst they do other things.

A system that has applications designed to stabilise society by stabilising and helping individuals.

A system that is designed to give people the ability to help each other without necessarily knowing each other (anonymously).

 

Only Aungate can monitor, index, search, audit, retrieve, dispose of and understand the

content of all communications.

Only Aungate can integrate with all established communications systems.

 This project uses Autonomy Technology but is in no way backed by Autonomy or any of its subsidiaries or affiliates. This is the idea of 1 man and added to by the help of many – There is research going back 18 years involved in this most of it hard copied for viewing.

Table Of Contents


 (use the email and phone number at the top of the page – not the one in the picture!)

Projectbrainsaver (BrainSpace)

Projectbrainsaver (BrainSpace) is designed to be useful on multiple levels and, therefore, profitable, on many levels. Autonomy technology is designed for ease of access and expansion – Projectbrainsaver (BrainSpace) has been designed to outsource most of its components including un-burstable network capacity for times of stress – personal, local, regional, national and international/global.

Projectbrainsaver (BrainSpace) uses industry standard hardware and readily available software.

There is nothing new regarding Projectbrainsaver (BrainSpace) technology other than its new focus.

The whole of Projectbrainsaver (BrainSpace)’s superstructure will be designed to allow access on behalf of aid agencies, charities and ngo’s in times of disaster – much of Projectbrainsaver (BrainSpace) is aimed at destressing normal human life by providing real and practical help, suggestions and answers.

Projectbrainsaver (BrainSpace) was created giving very strong regard to isolated people and their particular problems – these include mental illness, physical isolation, racial isolation and financial isolation (Actual and relative poverty).

 

 

Projectbrainsaver (BrainSpace) is not a single format company with limited types of use with a limited market place.

 

Using the technology created by Autonomy, created for use in major businesses and for government uses, Projectbrainsaver (BrainSpace) gives the individual the power of that technology for their own use. It also gives SME’s the power of that technology at a price that is affordable. It also gives groups of any size the ability to use this technology for the betterment of the group and each individual in the group.

 

Acting for, and on behalf, of the client without interaction with other people or used as an automated switchboard to connect with like minds – the use of the powerful profiling tools built into Autonomy allows a quality of safe interaction only experienced by members of large groups or organisations already using Autonomy.

 

Projectbrainsaver (BrainSpace), powered by Autonomy, also allows for a number of games that can be run on a real time basis and Projectbrainsaver (BrainSpace) can also act autonomously for the client even when they are offline.

 

Designed to help with normal life but especially for social exclusion – mental health – education – independence – social and personal problems, stress, the digital divide,  disasters.

 

projectbrainsaver is a new set of tools for Life management, delivering revolutionary solutions that enable 100% real-time help within society now.

 

Autonomy’s technology can take any data stream (including voice and video) in real-time or near real time, analyze all aspects of the content and dynamically deliver related content.

 

This ‘add in’ will give anyone, normally by voice (95%+ direct voice control) and assisted by an automatically run ‘intelligent’ AI enhanced ‘switchboard’ instant, or near instant, access to any number of sources with an answer or piece of data that is relevant.

 

Advanced service will have voice coded interface – only your voice gets in – near instant translation into multiple languages with throughput to the phone of your choice – unlimited search and recall of any amount of data text, graphics, video – interfaces with digital TV – home/office interface – etc

These tools will include

 

  • Life Secretary
  • Problem Sorter
  • A ‘Snowball’ controller
  • The Brainstorming Machine
  • An autosorter
  • The ultimate safe dating agency
  • Family Fortuner
  • House Chain Completer
  • A ‘Firewall’ for human beings – a personal protector
  • A standard letter writer
  • Phone in book writer
  • A ‘Best Friend’ a ‘thinking’ correspondent for the mind side of human life
  • An ‘Active Sales Agent’ for all ideas, thoughts, happenings.
  • A ‘Interesting?’ Machine
  •  a super encyclopaedia
  • A social patterns identifier – “Is it just me or is everyone twitchy /sad /angry /strange today?”
  • A future bank of everything that’s ever added… for ever
  • An ‘intelligent’ project coordination tool
  • Family / small company coordinator
  • Automated buy /sell tool with auto deliver / collection
  • Voice controlled insurance updater
  • Opportunities researcher
  • A language library – world languages – cross reference-able
  • A saver of all endangered languages
  • Or anything else that anyone thinks of

Ad infinitum.

 

The above are only possible examples – actual uses will be based on market research and, more to the point, customer requirements.

 

Table Of Contents

Staged Development

 

With so many directions possible, and with so many ideas capable of being built with this technology, the core of Projectbrainsaver (BrainSpace) has to be designed with now and with the future in mind.

 

‘Now’ is a set of tools that will help individuals and SME’s with the normal running of their everyday lives. It is the spread of this technology and the user created uses that will bring the cost of the system down to amounts that are within the reach of low budget users like charities and other not for profit users.

 

The future is to have a readily available set of tools that can speed up the recovery of society after disasters and wars.

Now

Autonomy technology has never been used for this specific application before but it has been used for many similar reasons in businesses worldwide.

 

Autonomy is not being used just for its ability to convert voice to text, although this is probably the best technology in the world for this purpose – the main reason for its use is because of its Dynamic Reasoning Engine (DRE) and its Intelligent Data Operating Layer (IDOL).

The other reason for using Autonomy is because of its company foundations. Autonomy comes out of Neurodynamics. Neurodynamics was setup to help government intelligence services sort any data from any source without the need for human intervention.

Autonomy can take massive volumes of unstructured data and understand it.

It is designed to be highly secure on an individual and group basis.

Autonomy has two powerful applications called Audentify and Aungate which are designed to take data and automate actions related to that data.

Audentify sits between a caller and the agent in a call centre. As the caller speaks about their problem Audentify automatically understands what they are saying and directs them to the right agent for their call reason. As the caller speaks to the agent Audentify is ‘listening’ and puts up on the agents screen answers that fit the callers input/query.

Aungate was designed to circumvent the sort of problems that corporates go through regarding illegal trading. As members within the company talk or mail each other or talk/mail customers, suppliers, etc, Aungate monitors all communications and, based on the laws relating to their business, allows or disallows illegal or wrong information to be passed out.

 

Table Of Contents

The Core

Only Aungate can monitor, index, search, audit, retrieve, dispose of and understand the

content of all communications.

Only Aungate can integrate with all established communications systems.

 

 

 

The basis of the core has to be its ability to understand voice input. Autonomy has said that 95%+ voice control is built in as standard although Softsound has said that their technology can only offer 80% accuracy on first hearing the input (for transcription purposes)– this does not mean that Autonomy only understands 80% of what is being said – Autonomy understands core concepts so should be able to return a valid answer based on that understanding.

The trial function will be to tighten this figure up and put in place voice menu’s and controls that maximise this figure. There will be certain inputted words or sentences that are misleading – a simple AI system will need to be placed that uses the input to formulate appropriate output of the right statement in order gain the best / raise the comprehension figure – hopefully to 100%.

Because all input can be recorded – for the clients use if they have an account – or for temporary use in order to run further clarification tools such as Softsound – data can be worked on in parallel to the call that is taking place. Autonomy is designed with this as an integral part of its core design.

Depending on the quantity of data returned as an answer there will be a system in place that informs the user of the answer directly or indirectly. Normally Audentify displays to VDU. This output will be looped back to the caller through voice, text, sms or even ‘snail’ mail. A standard feature of Autonomy is the ability to specify how accurate an answer is based on the input given. Using Kenjin, an early version of a personal user tool based on the Autonomy core, it was possible to set the similarity rating for data returned – this would be shown next to any material found as a % of ‘closeness’ to the data asked for.

So, based on the databases available, This should be the most useful and easiest use – an automated answer machine – based on confirmation of the question asked an answer of some sort will be provided with its ‘accuracy’* rating.

Whether this is possible on a pay as you go basis from a pay phone for example or whether this needs to be an account only basis would be part of the trial findings.

The next main use would be as a ‘dumping ground’ for all thoughts, feelings and daily happenings.

 

Autonomy has tools designed to focus on voice data

With the acquisition of SoftSound, a renowned speech recognition company, Autonomy adds to its infrastructure offering the ability to  handle multimedia content, such as videos, broadcasts, audio archives, news feed streams, etc, which becomes largely available in organizations, thanks to the bandwidth and storage improvements.

 Autonomy’s technology understands multimedia content by transcribing the audio content into text, then identifies and ranks the main concepts within it, and automatically personalizes and delivers that information to those who need it any way they want – across the Internet, the extended enterprise or using other digital channels,

 such as mobile phones, PDAs, etc.

 

 

 

Standard Functionality

1 Hyperlinking 2 Categorization 3 Profiling 4 Personalization 5 Community Collaboration 6 Retrieval 7 Alerting 8Delivery 9 Summarization 10 Tagging 11 Taxonomy Generation 12 Clustering 13 Language Support 14 Active Services 15 Visualizer

Specific Functionality

A Speech Recognition B Realtime Transcription C 2 x Realtime Transcription

D Speaker Recognition

 

The trial’s main object will be to personalise these services – take the above and build structures/interfaces that allow the above tools to be used to best effect for the ‘person on the street’.

If the list from the front of this document is used in conjunction with the above then

 

A system that would help millions of people join in with this world without having to have a computer and the internet.1 – 15 + A – D

A system that will give answers to people when they want them. 3,4,5,6,7,8,14,15

A system that will help them with their personal lives and their lives regarding interaction with the rest the society around them. 3,4,5,11,12,13,14,15 Life Secretary

A system that will help with lifelong learning. 1 – 15 A – D A ‘Interesting?’ Machine – a focuser that helps direct attention the right way – a super encyclopaedia

A system that allows their thoughts and memories to have value. 1 – 15 A – D *

A system that gives millions of people the chance to use their brains for personal and social gain. 5,13,14,15 A – D *

A system that finds them personal help when they need it. 1 – 15 Problem Sorter

A system that kicks the ‘digital divide’ into a cocked hat. A – D 1 – 15

A system that will get rid of ‘Big Brother’ once and for all. 3,4,5,7,14,15 A ‘Firewall’ for human beings – a personal protector

A system that allows growth unfettered by the chains of local negative thinking. 1 – 15

A system that works on their behalf whilst they do other things. 1 – 15 A – D An ‘Active Sales Agent’ for all ideas, thoughts, happenings

A system that has applications designed to stabilise society by stabilising and helping individuals. A – D 1 – 15 A social patterns identifier – “Is it just me or is everyone twitchy /sad /angry /strange today?”

A system that is designed to give people the ability to help each other without necessarily knowing each other (anonymously)3,4,5,14 Opportunities researcher Intelligent switchboard

 

Table Of Contents

Examples

‘Big Brother’ Remover

 

In this instance ‘Big Brother’ is any agency, whether government of private, that wishes to distort the thinking of anyone or any group in order to attain its own ends.

 

All actions taken by these bodies will show up as hotspots if the right directions are focussed on (Autonomy’s own background and customer base has been discussed as being a powerful step towards structuring this side)

A simple commercial example could be the use of illegal subliminal advertising. As customer profiles become more substantial any reactions outside the norm which are repeated over a customer group could be the cause for an ‘alarm bell’ if there seems to be no normally valid reason for the discrepancy.

With government run media this type of tool could be used to analyse any input fed to consumers if an inconsistent reaction appears within multiple profiles.

 

Taking the opposite approach – As each client builds their profile they will be able to decide whether to opt in or opt out of databases held by institutions and organisations. Some government data will have to be legally kept but this will show up on the customers record board / interface as being where it should be for the reasons stated by the government dept concerned – With the Freedom of Information Act finally coming of age in January of 2005 most data holders will be obliged to inform of data kept and for what reasons. There should be a strong possibility of some form of bulk agreement regarding opted in customers and ourselves regarding their data and agencies concerned ie Experian contracted to supply all data found on the client and methods for removing it if possible or if wanted.

Conversely this system can be used to positively link personal data into government and company databases in order to achieve better service.

 

Table Of Contents

An ‘Active Sales Agent’ for all ideas, thoughts, happenings

A system that works on their behalf whilst they do other things. 1 – 15 A – D

 

As clients fill their databanks with work, words and ideas, research, life, etc these will become of increasing value not just on a personal level but on a sociological level as well.

It might be that someone has written the next ‘Thornbirds’ or has been at the site of a major incident and photographed it all. It could be that the TV has posed a question during a documentary and they have written down what they see as a possible answer. Having inputted what they have it is up to them to decide whether this input is displayed and to whom it is displayed.

There are over 9 million users of creative thought contactable through the Department of Culture, Media and Sport’s ‘Creative Industries Fact File’ (There are other lists as well). Were any of these to subscribe to a service similar in essence to the Hulton Picture Library or Reuters but based on browsing the output of any or all the subscribers to Projectbrainsaver (BrainSpace) there is a strong chance of sales being made for those subscribers – rather like winning the lottery but for using the brain rather than just for ticking boxes.

Each potential buyer will be able to configure their needs with regard to material therefore focussing only on the subject matter required – Autonomy already has this function built in.

 

Table Of Contents

 

 

One of Autonomy’s Value Added Reseller’s, Okana, has said of this project ‘I can see the essence of the idea and also the very significant potential’

The quote for the interface is around £250,000+

 

 

 

 

 

Table Of Contents

 

AUTONOMY

PROJECTBRAINSAVER

Contact Center Solutions

White Paper

BrainSpace

White Paper

Copyright © 2003 Audentify

Copyright © 2004 BrainSpace

The information contained in this document represents the current view of Audentify the issues discussed as of the date of publication. Because Audentify must respond to changing market conditions, it should not be interpreted to be commitment on the part of Audentify, and Audentify cannot attest to the accuracy of any information presented after the date of publication.

This document is for informational purposes only; Audentify is not making warranties, express or implied, in this document.

Copyright © 2003 Audentify. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners.

 

[WP AUD] 03.03

The words in this document were initially taken from Audentify’s own white paper on their own technology – seen in the left column.

Because BrainSpace would be using their system it was interesting to try and just change a few words here or there in order to show how readily adaptable the technology is for its new use.

Copyright © 2004 BrainSpace. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners.

 

CONTENTS

CONTENTS

 

1 Audentify Overview ………………………………………………………………………….. 4

2 Audentify Solutions ………………………………………………………………………….. 5

2.1 Record……………………………………………………………………………………… 6

2.1.2 Telephony Support……………………………………………………………….. 7

2.1.3 Architectural Benefits: …………………………………………………………… 7

2.2 Analyze…………………………………………………………………………………….. 8

2.2.1 Supervisor Analytics……………………………………………………………… 9

2.2.5 Marketing/Sales Intelligence ………………………………………………… 11

2.3 Assist……………………………………………………………………………………… 13

2.3.1 Automatically Link To Relevant Information ……………………………. 13

2.3.2 Automatically Deliver E-Learning Materials…………………………….. 14

2.3.3 Drive Cost-Effective Cross-Selling ………………………………………… 15

2.3.4 Locate Experts Quickly ……………………………………………………….. 15

3 Audentify’s Technology …………………………………………………………………… 16

3.1 Core Audio Technology …………………………………………………………….. 16

3.1.1 Large Vocabulary Recognition ……………………………………………… 16

3.1.2 Inter-Speaker Independence………………………………………………… 17

3.2.3 Non-Dictated Speech………………………………………………………….. 17

3.2 Core Text Technology ………………………………………………………………. 18

3.2.1 Automatic Classification………………………………………………………. 18

3.2.2 Automatic Personalization……………………………………………………. 19

3.2.3 Automated Content Operations:……………………………………………. 19

3.2.4 Content Integration……………………………………………………………… 20

4 Audentify Differentiation ………………………………………………………………….. 21

4.1 Differentiation Overview…………………………………………………………….. 23

5 Audentify Scenarios ……………………………………………………………………….. 24

Copyright © 2003 Audentify 4

 

 

1 Audentify Overview

1 BrainSpace Overview

Audentify is a leading specialist in contact center management technology, delivering revolutionary solutions that enable 100% real-time recording, capture, analysis and performance improvement within contact centers across a wide range of industry sectors.

Borne out of over 10 years of commercial and academic research and development, Audentify’s technology can take any voice stream in real-time, analyze all aspects of the content and dynamically deliver related content.

This information can then be used to analyze interactions between customers and Agents by what was said and typed, as well as via call statistics monitoring (such as length of call, number of holds). The benefits of the technology are further propagated through Audentify’s ability to identify immediate or retrospective trends in conversations using automatic clustering, delivering instant visibility to the contact centre. This in turn may be used to drive e-learning opportunities, improve Agent performance and optimize operational efficiency.

In light of these developments, this white paper discusses Audentify’s core capabilities and how this unique solution reduces your training overheads and helps get your Agents up to speed more quickly. Furthermore, it demonstrates that Audentify is a total solution for telephone recording and Customer Experience Management (CEM) within the Contact Centre, that improves first time call resolution, decreases the average call handling times and drives employee and customer satisfaction.

 

BrainSpace is a new set of tools for Life management, delivering revolutionary solutions that enable 100% real-time  analysis and help within lives now.

BrainSpace’s technology can take any voice stream in real-time, analyze all aspects of the content and dynamically deliver related content.

 

·        These tools can include

·        A standard letter writer

·        Phone in book writer

·        A ‘Firewall’ for human beings – a personal protector

·        A ‘Best Friend’ a ‘thinking’ correspondent for the mind side of human life

·        An ‘Active Sales Agent’ for all ideas, thoughts, happenings.

·        A ‘Interesting?’ Machine – a focuser that helps direct attention the right way – a super encyclopaedia

·        A Family data bank for present and future family use

·        An asset manager – helps work your assets to their best advantage

·        A ‘part time work’ job centre for all those small jobs needing doing by those who need additional income.

·        A social patterns identifier – “Is it just me or is everyone twitchy/sad/angry/strange today?”

·        And many easily configured add-ons whenever they are needed

This information can be used to analyze needs for individuals by what is said and typed, as well as via overall call statistics (such as strength of belief, number of sad words, money worries). The benefits of the technology are further propagated through BrainSpace’s ability to identify immediate or retrospective trends in conversations using automatic clustering, delivering instant balancedpossibilities  to the person needing the result in question. This in turn may be used to drive opportunities, improve life and sort social baggage.

 

2 Audentify Solutions

2 BrainSpace Solutions

In the past, the process of monitoring the quality of interactions within a Contact Center has been limited by the inability of computers to understand the content and context of conversations and exchanges of information.

With the advent of Audentify, Contact Centers can for the first time introduce a range of automatic solutions that enable 100% recording and in-depth, effective monitoring of all interactions between contact center Agents and customers, while integrating with existing enterprise systems, such as CRM, BI and ERP solutions. This ability to integrate relevant data automatically enables lessons learnt in the contact center to be extrapolated to deliver a full and accurate portrait of what’s really happening inside your business.

Audentify – a total solution for Telephone Recording and Customer Experience Management (CEM) in the Contact Centre

Audentify enables you to:

􀂃 Record telephone conversations and keyboard/screen activity

􀂃 Analyze telephone calls and contact centre Agent performance

􀂃 Assist the Agent by automatically delivering real time information to the desktop

􀂃 Assist the business by automatically understanding what your customers are saying (clustering, alerting etc.)

Audentify’s software automatically forms an accurate understanding of the content of information and is able to analyze the concepts within text and voice data using natural language voice recognition in combination with language independent pattern matching technology. Because Audentify’s solutions are fully automatic, they require no expensive manual preparation of data, and are fully scalable and secure. This following section discusses Audentify’s capabilities in more detail.

2.1 Record

Audentify provides a range of recording functionalities to ensure that all the calls you require are captured within your contact center. These can be synchronized with screen and keyboard capture to ensure that full scenarios can be replayed for compliance, training or analysis purposes.

􀂃 100% or selective telephone recording, either side of the PABX, as required

􀂃 Industry-wide support for Private Automatic Branch Exchange Systems

􀂃 Selective archiving to LAN or WAN storage

􀂃 Selective soft-compression of recordings

􀂃 Playback of calls

o Audentify’s unique speech recognition capabilities enable calls to be retrieved based on the content of what was actually said, saving significant supervisor time. Calls can be replayed in realtime or selected from archived material. Calls can also be selected by other key criteria such as call duration and number of holds.

􀂃 Phone, Screen and keyboard capture

o Phone keypad, keyboards strokes and screen activity can be captured and stored. This information can be linked to other relevant recordings and documents.

 

In the past, the process of computers helping with lives has been limited by the inability of computers to understand the content and context of conversations and exchanges of information.

With the advent of BrainSpace, People can for the first time use a range of automatic solutions that enable 100% recording and in-depth, effective analysis of all patterns between Life and people, while integrating with existing enterprise systems. This ability to integrate relevant data automatically enables lessons learnt in life to be extrapolated to deliver a full and accurate portrait of what’s really happening inside and outside someone’s head.

BrainSpace enables people to:

  Record their inner thoughts

  Analyze them

  automatically deliver real time information to that person

Assist the person by automatically understanding what they are saying.

BrainSpace’s software automatically forms an accurate understanding of the content of information and is able to analyze the concepts within text and voice data using natural language voice recognition in combination with language independent pattern matching technology. Because BrainSpace’s solutions are fully automatic, they require no expensive manual preparation of data, and are fully scalable and secure. This following section discusses BrainSpace’s capabilities in more detail.

2.1 Diary

BrainSpace’s unique speech recognition capabilities enable calls to be retrieved based on the content of what was actually said. Calls can be replayed in real-time or selected from archived material.

 

Phone capture

Phone activity can be captured and stored. This information can be linked to other relevant recordings and documents.

This gives a verbal diary/appointments calendar

An anger management system

A life pattern analyser

A financial analyser

An ideas jotter with the ability to check for similar ideas outside

 

 

 

 

 

 

 

 

 

2.1.2 Telephony Support

2.1.2 Telephony Support

The Audentify solution makes voice logging more accessible and cost effective. Negating the requirement to process digital telephone signals using hardware intensive DSP cards, the Audentify solution distributes uncompressed digital audio (64 kb/sec) straight to disk with the option of softcompression in real time or at a later stage.

Audentify supports D-Channel information and Audio for the following PABXs:

􀂃 Alcatel 4200/4400

􀂃 Ascom Ascotel

􀂃 Aspect CallCenter

􀂃 Avaya 5ESS

􀂃 Avaya Definity G3 2-wire, 4-wire

􀂃 Avaya Merlin Legend MLX series

2-wire, 4-wire (new)

􀂃 Bosch Integral 2-wire, 4-wire

􀂃 Ericsson Business Phone Elu25/28

􀂃 Ericsson MD110 Elu25/28

􀂃 Generic S0 (BRI)

􀂃 Generic Up0

􀂃 ISDN2 ETSI/1TR6

􀂃 Lucent Index (SDX) (new)

􀂃 Mitel SX200/SX2000 (new)

􀂃 NEC

􀂃 Nortel Matra (new)

􀂃 Nortel Meridian M1

􀂃 Nortel Norstar

􀂃 Philips Sopho 2-wire, 4-wire

􀂃 Siemens Hicom

􀂃 Siemens HiPath (new)

􀂃 Tadicom Coral

In the Integrated Services Digital Network (ISDN), the D-channel is the channel that carries control and signalling information (Voice, Data and other Services) to the Audentify solution. In turn, this information is recorded and efficiently stored for either immediate analysis or archive purposes.

The BrainSpace solution makes voice logging more accessible and cost effective. Negating the requirement to process digital telephone signals using hardware intensive DSP cards, the BrainSpace solution distributes uncompressed digital audio (64 kb/sec) straight to disk with the option of softcompression in real time or at a later stage.

 

 

BrainSpace supports D-Channel information and Audio for the following PABXs:

  Alcatel 4200/4400

  Ascom Ascotel

  Aspect CallSpace

  Avaya 5ESS

  Avaya Definity G3 2-wire, 4-wire

  Avaya Merlin Legend MLX series

      2-wire, 4-wire (new)

  Bosch Integral 2-wire, 4-wire

  Ericsson Business Phone Elu25/28

  Ericsson MD110 Elu25/28

  Generic S0 (BRI)

  Generic Up0

  ISDN2 ETSI/1TR6

  Lucent Index (SDX) (new)

  Mitel SX200/SX2000 (new)

  NEC

  Nortel Matra (new)

  Nortel Meridian M1

  Nortel Norstar

  Philips Sopho 2-wire, 4-wire

  Siemens Hicom

  Siemens HiPath (new)

  Tadicom Coral

In the Integrated Services Digital Network (ISDN), the D-channel is the channel that carries control and signalling information (Voice, Data and other Services) to the BrainSpace solution. In turn, this information is recorded and efficiently stored for either immediate analysis or archive purposes.

2.1.3 Architectural Benefits:

2.1.3 Architectural Benefits:

􀂃 Highly scalable Capture and Recording

􀂃 Saves space in the frame (removes requirement for DSP hardware)

􀂃 ISA & PCI bus support

􀂃 Variable soft-compression of audio content

2.2 Analyze

Understanding the interactions within a contact center has traditionally required time-consuming manual effort on the part of a contact center supervisor. The solutions that currently exist in the marketplace are able to generate simple statistics such as number of calls made and their duration.

However, such solutions add little real value. In order to effectively evaluate interactions, for example, supervisors typically spend many hours trawling through irrelevant information to get to the particular content that is of interest. Even then, this process is inaccurate, as often, many thousands of calls must be listened to in short timescales. This virtually impossible task of manually listening to thousands of calls means that vital insights can be missed.

Audentify’s solutions overcome this inherent weakness by providing full speech recognition capabilities in addition to delivering the core statistical information needed by the call center supervisor, which in turn means that their expensive time can be dedicated to performing higher value analysis.

In addition to supervisor analytics, Audentify drives real understanding of customer needs, powering effective New Product Development and customer support strategies and enabling up-selling opportunities to be effectively leveraged. Audentify’s call analytics allow highlighting of areas where information provision is failing, thus driving effective communications strategies that may actually decrease call volumes. The key to successful integration of voice recognition in the contact center is that Audentify recognizes not only key words but also more importantly concepts in speech.

This means that even if key words are not captured automatically, Audentify is able to recognize topic areas and automate operations around them such as clustering (the automatic classification of telephone conversation) and alerting.

2.2.1 Supervisor Analytics

Automation of many of the traditionally time-consuming tasks performed by the call center supervisor frees up expensive time and enables them to conduct higher value analysis of Agent performance and customer interactions. Audentify’s speech recognition capabilities form an integral part of these solutions.

Highly scalable Capture and Recording

Saves space in the frame (removes requirement for DSP hardware)

ISA & PCI bus support

Variable soft-compression of audio content

 

2.2 More Understanding

Understanding the needs within any life has traditionally taken effort on the part of someone. In order to effectively sort some needs, for example, people typically spend many hours trawling through irrelevant information to get to the particular content that is of use. BrainSpace’s solutions overcome this inherent weakness by providing full speech recognition capabilities in addition to delivering the information needed by the person, which in turn means that their time can be dedicated to performing higher value tasks. In addition to personal analytics, BrainSpace drives real understanding of personal needs.

BrainSpace’s personal analytics allow highlighting of areas where information provision is failing, thus driving effective learning strategies. The key to successful integration of voice recognition in any person’s life is that BrainSpace recognizes not only key words but also more importantly concepts in speech. This means that even if key words are not captured automatically, BrainSpace is able to recognize topic areas and automate operations around them such as the automatic classification of telephone conversation.

2.2.1 A Helping Hand

Automation of many of the traditionally time-consuming tasks performed by people frees up expensive time and enables them to conduct higher value tasks within their lives. BrainSpace’s speech recognition capabilities form an integral part of these solutions.

 

 

2.2.1.2 Evaluate Interactions Based on Call Content

2.2.1.2 Evaluate Needs Based on Call Content

􀂃 Any interaction can be recalled and analyzed via the use of natural language conceptual retrieval, either in real-time or on stored data

􀂃 Audentify’s unique speech recognition and alerting capabilities enable problem calls to be highlighted to the supervisor in real-time based on an understanding of actual call content, such as swearing and other abusive language

􀂃 Calls can be automatically clustered, enabling similar calls with similar concepts to be gathered together. In turn these results can then according to their content or other statistical information (number of holds/length of call, etc.) be graphically presented within the Audentify interface. This capability means that Audentify can show whatpercentage of calls are related to different issues being dealt with in the contact center automatically.

􀂃 Audentify’s solutions also offer the critically important ability to ensure compliance within the contact center. Agents and their correspondence can be monitored to ensure that scripts are followed and only the correct messages and information are passed to outside parties

Any interaction can be recalled and analyzed via the use of natural language conceptual retrieval, either in real-time or on stored data

BrainSpace’s unique speech recognition and alerting capabilities enable problems to be highlighted to the person in real-time based on an understanding of actual reality, such as swearing and other abusive language.

Calls can be automatically clustered, enabling similar conversations with similar concepts to be gathered together. In turn these results can then according to their content or other statistical information be presented on a personal level as well as syndicated out on an anonymous basis. This capability means that BrainSpace can show what percentage of conversations are related to different issues being dealt with in any sector of life automatically.

 

2.2.1.3 Agent Competency

2.2.1.3 Competency

􀂃 Audentify’s unique speech recognition capability enables supervisors to navigate to calls or call extracts based on the actual content of what is being discussed, saving vast amounts of costly time

􀂃 In addition to providing the ability to record both the inbound and outbound calls simultaneously, Audentify further delivers the options to record these lines independently from one another. This feature therefore offers the capability to graphically illustrate when callers are speaking at the same time or when the volume of the conversation increases, thereby identifying possible conflict.

􀂃 Audentify offers the ability to easily analyze Agents’ competency in responding to queries. This functionality provides information on all aspects of Agent performance, from how long calls take to resolve to how many times the customer is put on hold. For example, it would be possible to determine that calls pertaining to one subject are always answered within two minutes, whereas calls about another subject always take much longer to resolve. This might suggest areas where additional training materials should be provided

􀂃 Supervisors are able to compare Agent performance to drive better

understanding of the strengths and weaknesses of Agents (e.g. where

certain Agents always respond more quickly than others to calls regarding a particular subject). This highlights areas where best practice could be shared to decrease call-handling times

􀂃 Full screen and keyboard capture enables supervisors to determine how well scripts are followed on specific enquiries and how well Agents

respond to enquiries and type an accurate record of the call at the same time.

􀂃 Audentify allows score cards to be integrated with the call retrieval screens so that calls can be scored within the application.

 

BrainSpace’s unique speech recognition capability enables consumers to navigate to conversations or conversation extracts based on the actual content of what has been said allowing the system to be used as a personal assistant and many other things.

In addition to providing the ability to record both the inbound and outbound calls simultaneously, BrainSpace further delivers the options to record these lines independently from one another. This feature therefore offers the capability to graphically illustrate when callers are speaking at the same time or when the volume of the conversation increases, thereby identifying possible conflict when dealing with relatives, for instance, or helping to solve sales disputes negating costly court battles.

BrainSpace offers the ability to easily analyze peoples competency regarding norms – these norms are first established by any research results to be found and then ‘topped up’ by analysis of data found in BrainSpace. This functionality provides information on all aspects of personal performance, from how upset they have been over the last six months to how many times that person is disappointed. For example, it would be possible to determine that conversations pertaining to one subject are always ended within two minutes, whereas calls about another subject always take much longer to finish and contain a higher level of positive words. This might suggest areas where additional thought should be given.

People are able to compare their performance to others for better understanding of their strengths and weaknesses (e.g. where certain people always react more angrily than others to conversations regarding a particular subject).

 

2.2.1.4 Core Statistics

2.2.1.4 Core Statistics

Besides Audentify’s abilities to evaluate call interactions and Agent

performance, Audentify also delivers the ability to extract and generate vital contact centre statistics. Enabling supervisors to continually identify new service trends, Audentify automatically creates a range of charts and instrumentation interfaces that display for example the frequency of callers that are put on hold, calls that are forwarded, interaction with the phone keypad, length of time they are on hold, average call lengths, how often deals are closed, how many calls are resolved first time, or even within a given period of time.

Audentify delivers the ability to extract and generate vital contact centre statistics within an intuitive user interface.

Besides BrainSpace’s abilities to evaluate needs and performance, BrainSpace also delivers the ability to extract and generate statistics. Enabling people to continually identify new trends, BrainSpace automatically creates a range of charts that display for example the frequency of callers that are being rude, calls that are sorted, people who are at work, how many people want help on love matters, how many people are ill, whether flu is going around, who’s worried, or even who hates the govt with a passion.

This provides data that is contemporary, up to date, interesting and saleable. Free information can be fed through to an open web site but more specialised data can be fed through to the industries concerned.

 

2.2.5 Marketing/Sales Intelligence

2.2.5 Intelligence

Whilst contact center supervisors concentrate on overall operational performance, Audentify also provides the organization with tools to gather Marketing and Sales Intelligence:

Whilst the system concentrates on personal inner performance, BrainSpace also provides the organization with tools to gather outside Intelligence:

2.2.5.1 Understand Trends in Customer Enquiries

2.2.5.1 Understand Trends in Data

􀂃 Audentify offers the ability to analyze all aspects of calls made by customers to your contact center. This could include knowing how many clients have called regarding a certain product or service, to enabling management to drill down and listen to all calls pertaining to a new product version or specific fault enquiry, based solely on the voice

content of calls

􀂃 Voice content can also be clustered via a graphical interface to show hot topics and emerging themes. This data can therefore be fed back into New Product Development (NPD), Marketing, or Technical Departments, for example, to drive improvements throughout the organization, as well as up-selling opportunities. For example, the effectiveness of a new advertising campaign could easily be monitored through a heat map showing the content of calls made to the contact center in the period following the campaign.

The Audentify Cluster Map illustrating contact centre hot topics and emerging themes.

2.3 Assist

Audentify delivers functionality that enables the operative to heighten service performance, enhance customer care,reduce frustration, and leverage up and cross-selling opportunities, while limiting liability issues. Audentify’s Agent assistance software delivers a powerful solution to enhance customer experience within the contact center.

  BrainSpace offers the ability to analyze all aspects of calls made by people. This could include knowing how many people have called regarding a certain emotion, service or news item.

  Voice content can also be clustered via a graphical interface to show hot topics and emerging themes. This data can therefore be fed back to drive improvements throughout the system, as well as other opportunities. For example, the distressing effect of a world situation could easily be monitored through a heat map showing the content of calls made in the period following the situation.

 

2.3.1 Automatically Link To Relevant Information

2.3.1 Automatically Link To Relevant Information

In order to resolve customer enquiries or complaints with minimal wait time and frustration, Agents need to have a wide range of information at their fingertips. This information could be located in varied repositories disparately located across the enterprise. Audentify’s solutions are able to listen to incoming calls and automatically suggest hyperlinks to pertinent information that exists to help the operative resolve the call first time. This might include responses to similar requests that have been dealt with successfully in the past. Alternatively, this useful information could be delivered when the operative types in a query and searches for information. While most FAQ systems rely on Key Word technology or costly manual categorization, Audentify’s solution is completely automatic. Moreover, Audentify uses powerful pattern matching techniques, which discover concepts in text and voice to bring back highly relevant information in real time.

Audentify is able to recognize the way in which questions have been asked so that if a customer asks, “what does the black button do on the top of my phone?” Audentify will automatically identify other questions with similar concepts and offer the Agent answers that have already been approved.

For common enquiries, the contact center might prefer to direct the

customer to a designated self-help site run on Audentify technology, thereby helping to reduce the number of Agents required while minimizing cost.

Because Audentify’s unique technology is able to deliver on the spot assistance to Agents, the need for long and complex training courses is reduced. Agents are brought up to speed faster with relevant, helpful information and training overheads are decreased.

The ability to provide on the job assistance to Agents also brings a host of ‘softer’ benefits. Agents feel more empowered, as they are able to resolve problematic enquiries themselves, with less reliance on tier 2 support. This also increases customer satisfaction as Agents appear more informed, the average call handling times are significantly reduced and first time call resolution is increased.

In order to resolve personal enquiries or worries with minimal wait time and frustration, people need to have a wide range of information at their fingertips. This information could be located in varied repositories. BrainSpace’s solutions are able to listen to incoming calls and automatically suggest hyperlinks to pertinent information that exists to help the person resolve the call first time. This might include responses to similar requests that have been dealt with successfully in the past. Alternatively, this useful information could be delivered when the person asks a query or searches for information. While most FAQ systems rely on Key Word technology or costly manual categorization, BrainSpace’s solution is completely automatic. Moreover, BrainSpace uses powerful pattern matching techniques, which discover concepts in text and voice to bring back highly relevant information in real time.

BrainSpace is able to recognize the way in which questions have been asked so that if a consumer asks, “what does the black button do on the top of my phone?” BrainSpace will automatically identify other questions with similar concepts and offer the person answers that have already worked.

For common enquiries, the system might prefer to direct the person to a designated self-help site run on BrainSpace technology.

Because BrainSpace’s unique technology is able to deliver on the spot assistance to people, the need for long and complex conversation is reduced. Users are brought up to speed faster with relevant, helpful information and learning is increased. The ability to provide on the spot assistance to people also brings a host of ‘softer’ benefits. People feel more empowered, as they are able to resolve problematic enquiries themselves, with less reliance on others support. This also increases personal satisfaction as people are more informed.

 

 

 

2.3.2 Automatically Deliver E-Learning Materials

2.3.2 Automatically Deliver E-Learning Materials

Audentify offers the ability to automatically deliver e-learning materials in

areas where Agents perform poorly or need updating. Links can be provided to content in all forms and formats, from PowerPoint presentations to video extracts and audio clips, all of which are tailored to the employees specific needs, thereby avoiding hours and potentially days wasted in lengthy and expensive training courses. Audentify’s automatic profiling and personalization will allow Agents to view the key 5 minutes of a training video that can help them in their work. All this can be done without the need to manually break training information down into key areas, Audentify does this automatically.

Audentify Assist empowers the contact centre representative to respond to customer queries more efficiently with automatic response suggestions, expert referral and cross selling opportunity.

2.3.3 Drive Cost-Effective Cross-Selling

To drive revenue, contact centers must be able to up-sell products. In

addition, where merchandise is out of stock they must be able to turn

instances of abandoned karts into sales by suggesting alternative, similar items automatically. Audentify’s ability to profile customers through their previous interactions with the contact center and understand what they are really looking for effectively drives this process.

Additionally, Audentify is able to deliver the customers’ case history and

profile of their interests or issues to the representative, which enables them to respond more efficiently and offer a personalized experience, with, for example, effectively targeted promotions.

 

BrainSpace offers the ability to automatically deliver e-learning materials in areas where People perform poorly or need updating. Links can be provided to content in all forms and formats, from PowerPoint presentations to video extracts and audio clips, all of which are tailored to the persons specific needs, thereby avoiding hours and potentially days wasted in lengthy and expensive training courses. BrainSpace’s automatic profiling and personalization will allow people to view the key 5 minutes of a training video that can help them in their work. All this can be done without the need to manually break training information down into key areas, BrainSpace does this automatically.

2.3.3 More Personalised

BrainSpace’s ability to profile people through their previous needs and understand what they are really looking for effectively drives this process. Additionally, BrainSpace is able to deliver the people’ case history and profile of their interests or issues to them, which enables them to respond more efficiently and get a personalized experience.

 

 

 

 

 

2.3.4 Locate Experts Quickly

2.3.4 Locate Experts Quickly

Audentify offers the ability for Agents to locate other operatives with experience in a specific area quickly and easily, speeding up response times and minimizing customer frustration. Agent expertise profiles are generated implicitly through the ability to understand the information that an Agent has already digested, as well as explicitly through forms, ensuing that they are fully up-to-date and capture the tacit knowledge and experience that traditional systems are unable to leverage.

BrainSpace offers the ability for People to locate other people with experience in a specific area quickly and easily, speeding up response times and minimizing frustration. Personal expertise profiles are generated implicitly through the ability to understand the information that a person has already inputted, as well as explicitly through forms, ensuing that they are fully up-to-date and capture the tacit knowledge and experience that traditional systems are unable to leverage.

3 Audentify’s Technology

3 BrainSpace’s Technology

Audentify’s technology is the only fully automated, integrated and synchronized technology available for the contact center environment.

Borne out of over 10 years of commercial and academic research and development, Audentify’s technology combines the most advanced speech recognition, with intelligent text analysis and synchronization technologies to deliver unparalleled automation to the contact center:

BrainSpace’s technology is the only fully automated, integrated and synchronized technology available for any life management system.

BrainSpace’s technology combines the most advanced speech recognition, with intelligent text analysis and synchronization technologies to deliver unparalleled help in any life.

 

3.1 Core Audio Technology

3.1 Core Audio Technology

Audentify’s solutions are based on audio analysis technology developed by SoftSound, which uses advanced statistical methods to deal with all aspects of processing the digital audio signal. It employs a wide range of recognition technologies – from keyword and phrase spotting to small and large vocabulary continuous speech recognition, speaker recognition and language recognition.

Because of the accuracy and utility of the speech recognition, SoftSound’s technology has consistently outperformed other systems for the precision of its real-time anonymous speech recognition tasks as benchmarked by:

􀂃 DARPA and NIST (both US Government agencies)

􀂃 THISL (an EU research initiative)

􀂃 SQUALE (a pan-European evaluation)

To achieve anything near the level of precision that Softsound’s recognition engine achieves, the closest of the other systems required a massive increase (around ten times) in hardware investment and their associated running costs, to get close to the precision that the SoftSound technology delivers on a standard Pentium box.

Softsound’s audio analysis technology uses neural network technology and “Hidden Markov Models” (HMMs) to construct a highly efficient acoustic model, which is able to provide a fast, accurate and dynamic solution within variable and rapidly changing acoustic environments.

The system technology is based around decomposing digitized speech into its phonetic constructs. The phonetic sequence is then analyzed in conjunction with acoustic model and statistical improbabilities to calculate which is the most probable sequence of hence words and utterances.

The major benefits of the approach to speech processing and recognition taken by the Audentify audio analysis technology are described below:

BrainSpace’s solutions are based on audio analysis technology developed by SoftSound, which uses advanced statistical methods to deal with all aspects of processing the digital audio signal. It employs a wide range of recognition technologies – from keyword and phrase spotting to small and large vocabulary continuous speech recognition, speaker recognition and language recognition. Because of the accuracy and utility of the speech recognition, SoftSound’s technology has consistently outperformed other systems for the precision of its real-time anonymous speech recognition tasks as benchmarked by:

  DARPA and NIST (both US Government agencies)

  THISL (an EU research initiative)

  SQUALE (a pan-European evaluation)

To achieve anything near the level of precision that Softsound’s recognition engine achieves, the closest of the other systems required a massive increase (around ten times) in hardware investment and their associated running costs, to get close to the precision that the SoftSound technology delivers on a standard Pentium box.

Softsound’s audio analysis technology uses neural network technology and “Hidden Markov Models” (HMMs) to construct a highly efficient acoustic model, which is able to provide a fast, accurate and dynamic solution within variable and rapidly changing acoustic environments. The system technology is based around decomposing digitized speech into its phonetic constructs. The phonetic sequence is then analyzed in conjunction with acoustic model and statistical improbabilities to calculate which is the most probable sequence of hence words and utterances. The major benefits of the approach to speech processing and recognition taken by the BrainSpace audio analysis technology are described below:

 

 

3.1.1 Large Vocabulary Recognition

3.1.1 Large Vocabulary Recognition

Using patented predictive technology the speech analyzer is able to provide the benefits of a large vocabulary speech recognition system without the overhead of a vast search space when considering sample audio.

Using patented predictive technology the speech analyzer is able to provide the benefits of a large vocabulary speech recognition system without the overhead of a vast search space when considering sample audio.

3.1.2 Inter-Speaker Independence

3.1.2 Inter-Speaker Independence

Transcription of speech and segmentation by speaker requires no initial per speaker training. Whereas many other approaches require training data from specific speakers to realize their full potential, the Audentify system performs consistently well across a wide variety of previously unrecognized speech sources. This is because the underlying technology was initially developed to maintain inter-speaker independence and not as a single user transcription tool.

Transcription of speech and segmentation by person requires no initial per person training. Whereas many other approaches require training data from specific speakers to realize their full potential, the BrainSpace system performs consistently well across a wide variety of previously unrecognized speech sources. This is because the underlying technology was initially developed to maintain inter-person independence and not as a single user transcription tool.

3.2.3 Non-Dictated Speech

3.2.3 Non-Dictated Speech

Information feeds, such as news broadcasts, are often intrinsically difficult to transcribe due to noisy conditions and less than perfect articulation.

Audentify’s sophisticated signal processing and statistical techniques enable the transcription engine to filter out extraneous noise, compensate for low volume levels and probabilistically predict intended dialogue.

 

Information feeds, such as noisy phone calls, are often intrinsically difficult to transcribe due to noisy conditions and less than perfect articulation.

BrainSpace’s sophisticated signal processing and statistical techniques enable the transcription engine to filter out extraneous noise, compensate for low volume levels and probabilistically predict intended dialogue.

3.2 Core Text Technology

3.2 Core Text Technology

Audentify’s advanced textual processing capabilities are based on a unique technology developed by Autonomy.

Autonomy employs advanced pattern matching technology (non-linear adaptive digital signal processing) to extract from audio transcripts and documents the digital essence that determines the characteristics that give the text meaning. Once Autonomy’s technology has identified and encoded the unique “signature” of the key concepts, Concept Agents are created to seek out similar ideas in websites, news feeds, email archives, FAQ system and other documents. Because it does not rely on keywords, Audentify’s technology can work with any language.

For the first time, the CEM environment can now be enabled to automatically form an understanding of any type of content (whether text, audio or video content) and automate operations dependant upon this unstructured content. Many critical processes and tasks traditionally performed manually within the contact center can now be automated by Audentify’s technology.

Audentify’s technology combines the most advanced speech recognition, with intelligent text analysis and synchronization technologies to deliver unparalleled automation to the contact center Audentify provides the key functional operations that lead to real business benefits such as increased productivity within the organization, an increase in information retention and a significant reduction in the cost of maintaining data while improving the quality of service. Core Text functionality includes:

BrainSpace’s advanced textual processing capabilities are based on a unique technology developed by Autonomy.

Autonomy employs advanced pattern matching technology (non-linear adaptive digital signal processing) to extract from audio transcripts and documents the digital essence that determines the characteristics that give the text meaning. Once Autonomy’s technology has identified and encoded the unique “signature” of the key concepts, Concept People are created to seek out similar ideas in websites, news feeds, email archives, FAQ system and other documents. Because it does not rely on keywords, BrainSpace’s technology can work with any language.

For the first time, the CEM environment can now be enabled to automatically form an understanding of any type of content (whether text, audio or video content) and automate operations dependant upon this unstructured content. Many critical processes and tasks traditionally performed manually within any life can now be automated by BrainSpace’s technology.

BrainSpace provides the key functional operations that lead to real business benefits such as increased productivity within the organization, an increase in information retention and a significant reduction in the cost of maintaining data while improving the quality of service. Core Text functionality includes:

 

3.2.1 Automatic Classification

3.2.1 Automatic Classification

Audentify’s classification capabilities remove the necessity for contact centers to rely on human intervention or manual processing of information, such as manual tagging, typically required to make most CEM applications work. Audentify’s ability to consistently and accurately classify data (Voice Recordings, Email Requests etc.) automatically is a unique solution that overcomes the predicaments surrounding the exponential growth of unstructured data in the contact center.

Audio

(In/Outbound)

Transcribe Concept

Extraction

Hyperlink

Categorize

Cluster

Profile

Alert…

 

Based on Audentify’s ability to understand any information contextually using advanced pattern-recognition technology, the solution provides a wide range of highly scalable classification solutions that automatically categorizes or clusters information while generating taxonomies on the fly.

BrainSpace’s classification capabilities remove the necessity for Brain Spaces to rely on human intervention or manual processing of information, such as manual tagging, typically required to make most CEM applications work. BrainSpace’s ability to consistently and accurately classify data (Voice Recordings, Email Requests etc.) automatically is a unique solution that overcomes the predicaments surrounding the exponential growth of unstructured data in any life.

 

 

 

 

Audio

(In/Outbound)

Transcribe Concept

Extraction

Hyperlink

Categorize

Cluster

Profile

Alert…

 

Based on BrainSpace’s ability to understand any information contextually using advanced pattern-recognition technology, the solution provides a wide range of highly scalable classification solutions that automatically categorizes or clusters information while generating taxonomies on the fly.

 

 

Automatic Classification features:

Automatic Classification features:

􀂃 Scalable Categorization of In/Outbound telephone conversations

􀂃 Clustering enabling the identification of emerging trends

􀂃 Taxonomy Generation to organize and build intuitive navigation

 

  Scalable Categorization of In/Outbound telephone conversations

  Clustering enabling the identification of emerging trends

  Taxonomy Generation to organize and build intuitive navigation

 

 

3.2.2 Automatic Personalization

3.2.2 Automatic Personalization

Powered by Autonomy’s infrastructure technology, Audentify delivers a range of powerful personalization operations based on an individual’s profile. For example from a Support Tier perspective, users are provided with facilities to register interests (natural language descriptions or by defined by example), monitor telephone conversations and be alerted to information pertinent to their own personal criteria e.g. “Alert me when the customer complains to an Agent about excessive snow on Wide-screen Televisions” etc. Alternatively this same process can be used to deliver specific information from e-learning systems to an Agent, in order to support their training requirements and improve call response times. Through automatic concept extraction, Audentify’s profiling feature provides the organization with a real time tool to accurately understand individuals’ (Customer Interests and Agent Activity) based on browsing, content consumption or conversation. In turn, these multi-faceted conceptual profiles of users allow organizations to automatically identify experts within the contact centre who can answer customer queries more effectively.

Powered by Autonomy’s infrastructure technology, BrainSpace delivers a range of powerful personalization operations based on an individual’s profile. For example from a Support Tier perspective, users are provided with facilities to register interests (natural language descriptions or by defined by example), monitor telephone conversations and be alerted to information pertinent to their own personal criteria e.g. “Alert me when the anyone wants to know about the divorce procedure” etc. Alternatively this same process can be used to deliver specific information from e-learning systems to a client. Through automatic concept extraction, BrainSpace’s profiling feature provides the organization with a real time tool to accurately understandindividuals’  based on browsing, content consumption or conversation. In turn, these multi-faceted conceptual profiles of users allow organizations to automatically identify experts within the system who can answer people’s queries more effectively.

Automatic Personalization features:

Automatic Personalization features:

􀂃 Agent/Support Personalization

􀂃 Understanding customer needs/Agent knowledge using profiling

􀂃 Expertise location in the contact center

 

  Agent/Support Personalization

  Understanding consumer needs/Agent knowledge using profiling

  Expertise location in any life

 

3.2.3 Automated Content Operations:

3.2.3 Automated Content Operations:

A unique application of identifying conceptually related information pertinent to a telephone conversation is demonstrated by Audentify’s hyperlinking functionality. Completely removing the requirement to manually insert hyperlinks into content, Audentify generates hyperlinks (during a conversation or textual query) in real-time, presenting immediate and up-to-date results to the Agent.

Moreover, saving the Agent considerable time in identifying the appropriate responses, summaries of answers can be generated that relate to the context of the original inquiry – allowing the most applicable dynamic abstract to be provided for a given operation.

Another key requirement in the contact centre is to empower Agents with intuitive information discovery. Delivering higher degrees of accuracy and sophistication, using a scalable technology that recognizes concepts Audentify provides powerful retrieval features, including natural language, conceptual search, refine by example, Agents and query by example.

Audentify further supports legacy retrieval mechanisms, such as keyword, Boolean, Proximity, Soundex etc.

A unique application of identifying conceptually related information pertinent to a telephone conversation is demonstrated by BrainSpace’s hyperlinking functionality. Completely removing the requirement to manually insert hyperlinks into content, BrainSpace generates hyperlinks (during a conversation or textual query) in real-time, presenting immediate and up-to-date results to the person. Moreover, saving the person considerable time in identifying the appropriate responses, summaries of answers can be generated that relate to the context of the original inquiry – allowing the most applicable dynamic abstract to be provided for a given query.

Another key requirement in the Brain centre is to empower People with intuitive information discovery. Delivering higher degrees of accuracy and sophistication, using a scalable technology that recognizes concepts BrainSpace provides powerful retrieval features, including natural language, conceptual search, refine by example, People and query by example. BrainSpace further supports legacy retrieval mechanisms, such as keyword, Boolean, Proximity, Soundex etc.

 

Automatic Content Operations:

Automatic Content Operations:

􀂃 Hyperlinking – Automatically linking Agents to relevant information

􀂃 Summarization – Improving call response times

􀂃 Retrieval – empowering accurate information discovery in the contact centre

  Hyperlinking – Automatically linking People to relevant information

  Summarization – Improving call response times

  Retrieval – empowering accurate information discovery in the Brain centre

3.2.4 Content Integration

3.2.4 Content Integration

Termed Universal Repository Interfacing, Audentify’s “Integration Through Understanding” (ITU) capabilities enable contact centers to simultaneously exploit all existing information assets, providing unified operations across all data. In this way contact centers can immediately integrate Audentify with existing e-learning, document management and CRM systems.

Moreover, Audentify solutions are not reliant on any single file, data format or information repository. The Audentify product set includes a range of highly scalable Connectors that automatically aggregate more than 200 different content formats, from the most comprehensive range of repositories:

􀂃 Document Management Repositories

􀂃 CRM Systems

􀂃 E-learning Servers

􀂃 Relational Database Management Systems

􀂃 Enterprise Resource Planning Solutions

􀂃 Local File Systems

􀂃 Internet Servers

􀂃 E-mail Servers

􀂃 News Feed Servers

Formats commonly supported include unstructured data such as HTML pages, PDF and word processing documents, spreadsheets, electronic mail, as well as XML based data and structured data from (RDBMS Tables) relational database management systems.

Termed Universal Repository Interfacing, Autonomy’s “Integration Through Understanding” (ITU) capabilities enable Lives to simultaneously exploit all existing information assets, providing unified operations across all data. In this way Lives can immediately integrate BrainSpace with existing e-learning, document management and clients own ways of working.

Moreover, BrainSpace solutions are not reliant on any single file, data format or information repository. The Autonomy product set includes a range of highly scalable Connectors that automatically aggregate more than 200 different content formats, from the most comprehensive range of repositories:

  Document Management Repositories

  CRM Systems

  E-learning Servers

  Relational Database Management Systems

  Enterprise Resource Planning Solutions

  Local File Systems

  Internet Servers

  E-mail Servers

  News Feed Servers

Formats commonly supported include unstructured data such as HTML pages, PDF and word processing documents, spreadsheets, electronic mail, as well as XML based data and structured data from (RDBMS Tables) relational database management systems.

 

4 Audentify Differentiation

4 BrainSpace Differentiation

Audentify delivers many key differentiators that organizations can turn to their advantage:

100% Capture and Record

Audentify provides a range of recording functionalities to ensure that all the calls you require are captured within your contact center. These can be synchronized with screen and keyboard capture to ensure that full scenarios can be replayed for legal, training or analysis purposes.

BrainSpace delivers many key differentiators that people can turn to their advantage:

100% Capture and Record

BrainSpace provides a range of recording functionalities to ensure that all the calls you require are captured within your Life.

 

Large vocabulary Understanding of Voice Content

Large vocabulary Understanding of Voice Content

The Audentify solution provides the ability to retrieve and analyze calls based on what was said in the conversation. This opens a whole new realm of possibilities for ROI based benefits on the most valuable information in a contact center.

The BrainSpace solution provides the ability to retrieve and analyze calls based on what was said in the conversation. This opens a whole new realm of possibilities for ROI based benefits on the most valuable information in a Life.

Clustering of Calls Based on Voice Content

Clustering of Calls Based on Voice Content

Audentify is able to cluster related calls automatically delivering a heat map of potential problem areas for business unit heads to identify (e.g. my Ford car had a tyre blow-out in Florida).

BrainSpace is able to cluster related calls automatically delivering a heat map of potential problem areas for client’s to identify (e.g. my car problem is the same as 1000 other owners of the same year).

Concept Retrieval

Concept Retrieval

Audentify enables content to be searched simultaneously in any format or location, and presents the operative with summaries and hyperlinks to similar information, automatically and in real-time. Audentify’s solutions offer higher degrees of accuracy and sophistication, using a scalable technology that forms an understanding of concepts. Putting information into context, this unique differentiator provides powerful conceptual retrieval features, including:

􀂃 Natural Language Retrieval

􀂃 Query By Example

􀂃 Refine By Example

􀂃 Cross-Language Search

BrainSpace enables content to be searched simultaneously in any format or location, and presents the client with summaries and hyperlinks to similar information, automatically and in real-time. BrainSpace’s solutions offer higher degrees of accuracy and sophistication, using a scalable technology that forms an understanding of concepts. Putting information into context, this unique differentiator provides powerful conceptual retrieval features, including:

  Natural Language Retrieval

  Query By Example

  Refine By Example

  Cross-Language Search

 

Real-time delivery of call related content from knowledge base

Real-time delivery of call related content from knowledge base

Audentify’s solutions identify relationships between information, which enables the cross-referencing of content. Given any piece of content, Audentify can identify and deliver related material, such as responses that have previously been formulated and provided to customers. This reduces time wasted searching for information, as well as increasing the speed with which operatives resolve problematic calls.

BrainSpace’s solutions identify relationships between information, which enables the cross-referencing of content. Given any piece of content, BrainSpace can identify and deliver related material, such as responses that have previously been formulated and provided to other people. This reduces time wasted searching for information, as well as increasing the speed with which clients resolve problematic calls.

Real Time Alerting of Problem Calls

Real Time Alerting of Problem Calls

Audentify is able to form an understanding of the content of voice conversations in real time and then alert a supervisor to problem calls immediately.

BrainSpace is able to form an understanding of the content of voice conversations in real time and then alert a helper to problem calls immediately.

Automated FAQ Self Service

Automated FAQ Self Service

This unique technology provides an integrated self-service solution to allow customer interactions to be further serviced through automatic related delivery of information based on the customer’s profile and requests.

This unique technology provides an integrated self-service solution to allow consumer needs to be further serviced through automatic related delivery of information based on the consumer’s profile and requests.

Immediate Return on Investment

Immediate Return on Investment

By delivering true automation within your contact center, Audentify’s technology is unique in its ability to demonstrate immediate cost savings and productivity increases.

By delivering true automation within someone’s Life, BrainSpace’s technology is unique.

Screen/Keyboard Capture

 

Audentify provides the ability to automatically capture video and keyboard content in a synchronized fashion for optimal quality monitoring of Agent performance.

 

Highly Scalable

Highly Scalable

Audentify’s technology is capable of handling and manipulating up to a billion pieces of audio content, enabling tasks that were previously impossible, or required a massive editorial overhead, to be performed completely automatically. Our architecture can be fully distributed for optimum efficiency and performance.

BrainSpace’s technology is capable of handling and manipulating up to a billion pieces of audio content, enabling tasks that were previously impossible, or required a massive editorial overhead, to be performed completely automatically. Their architecture can be fully distributed for optimum efficiency and performance.

True Automation

True Automation

By “automation”, we don’t mean complex integration, reliance on consultancy, complex training, workflow reengineering, etc. We mean a

technology that, after simple installation, works straight away and immediately starts automating key tasks, requiring no more than basic systems

administration.

By “automation”, Autonomy don’t mean complex integration, reliance on consultancy, complex training, workflow reengineering, etc. They mean a technology that, after simple installation, works straight away and immediately starts automating key tasks, requiring no more than basic systems administration.

Expertise Location

Expertise Location

Audentify’s solution allows the experts related to specific solutions and products to be automatically identified for tier 3 support.

BrainSpace’s solution allows the experts related to specific solutions and products to be automatically identified for focussed support.

Adaptive

Adaptive

Unlike ‘dumb’ black-box solutions, Audentify’s technology continually learns from the content it handles and automatically expands its vocabulary. It can be easily adapted to accommodate new language models, genres or specific vocabulary.

Unlike ‘dumb’ black-box solutions, BrainSpace’s technology continually learns from the content it handles and automatically expands its vocabulary. It can be easily adapted to accommodate new language models, genres or specific vocabulary.

Complete “Synchronization”

Complete “Synchronization”

The synchronization of audio and scripts allows comparison of potentially incorrect scripts being provided to customers. Regression analysis can then provide the alerting of potential Agents who do not follow the correct scripts or stray from the standard line.

The synchronization of audio and scripts allows comparison of potentially incorrect advice being provided to people.

e-Learning

e-Learning

Audentify offers a powerful and integrated e-learning solution that delivers personalized, on the job learning to your CSRs. This personalized approach increases adoption levels and allows an individual to learn independently, drastically reducing costs involved in traditional training courses. In addition to reducing costs, Audentify enables your organization to save critical time, eliminate duplication of effort and increase productivity.

BrainSpace offers a powerful and integrated e-learning solution that delivers personalized, on the job learning to anyone. This personalized approach increases adoption levels and allows an individual to learn independently, drastically reducing costs involved in traditional training. In addition to reducing costs, BrainSpace enables people to save critical time, eliminate duplication of effort and increase productivity.

Multi-channel Integration of Content

Multi-channel Integration of Content

Audentify is able to use Autonomy’s Integration Through Understanding™ capability to deliver multi-channel integration whether through e-mail, web site access and browsing, wireless interactions, interactive TV access, as well as contact center access to deliver a complete understanding of the customer and of information stored across multiple repositories.

BrainSpace is able to use Autonomy’s Integration Through Understanding™ capability to deliver multi-channel integration whether through e-mail, web site access and browsing, wireless needs, interactive TV access, as well as phone access to deliver a complete understanding of the consumer and of information stored across multiple repositories.

Fully Integrated with Major Voice Switches and Enterprise Solutions

Fully Integrated with Major Voice Switches and Enterprise Solutions

Audentify’s products integrate with existing legacy and 3rd party systems and use open standards, including XML. Unlike all proprietary systems, our products deliver immediate cost efficiencies, scalability and improved productivity to your existing production tools.

BrainSpace’s products integrate with existing legacy and 3rd party systems and use open standards, including XML.

4.1 Differentiation Overview

4.1 Differentiation Overview

􀂃 100% Capture & Record

􀂃 Large Vocabulary Understanding of Voice Content

􀂃 Clustering of Calls Based on Voice Content

􀂃 Automated FAQ Self Service

􀂃 Automatic Expertise Location

􀂃 Concept Retrieval

􀂃 Real-time Alerting of Problem Calls

􀂃 Real-time Delivery of Call Related Content From Knowledge Base

􀂃 Scalable Technology

􀂃 True Automation

􀂃 Adaptive

􀂃 Complete Synchronization

􀂃 E-Learning integration

􀂃 Multi-channel integration of content

􀂃 Fully integrated with major voice switches and enterprise solutions

  100% Capture & Record

  Large Vocabulary Understanding of Voice Content

  Clustering of Calls Based on Voice Content

  Automated FAQ Self Service

  Automatic Expertise Location

  Concept Retrieval

  Real-time Alerting of Problem Calls

  Real-time Delivery of Call Related Content From Knowledge           Base

  Scalable Technology

  True Automation

  Adaptive

  Complete Synchronization

  E-Learning integration

  Multi-channel integration of content

  Fully integrated with major voice switches and enterprise solutions

 

5 Audentify Scenarios

5 BrainSpace Scenarios

Audentify delivers a contact center AGENT ASSISTANT solution, which was developed to help Agents answer calls on a wide range of issues, including telecomms network and cell-phone specific information.

In this scenario, the Agent receives a call and types the customer question live and using the customer’s own language into Audentify’s AGENT ASSISTANT application. A key point to note here is that the representative does not have to interpret what the customer is trying to say. The CSR types the inquiry as it is said, so if the customer says, “I want to know how to change the battery on a T39”, the rep does not have to know that they are referring to an Ericsson T39 mobile phone. Audentify will then deliver the paragraph or page of a manual or document that answers the question, without the need for the Agent to search through pages of manuals or irrelevant information. Audentify can even automatically hyperlink potential sales opportunities to the Agent’s desktop, so in this case a list of T39 accessories might be proposed. All of this is achieved without the need to manually tag, search,hyperlink and classify information.

Alternatively, using Audentify’s real time voice recognition, the caller’s issue is matched with the Audentify knowledge base in without the need for the Agent to transcribe the caller’s question. The application also gives a live view on technical and product documents. Here the rep can find appropriate documents for reference or to forward on to customers as appropriate.

BrainSpace delivers a Life PERSONAL ASSISTANT solution, which was developed to help People answer calls on a wide range of issues.

Alternatively, using BrainSpace’s real time voice recognition, the caller’s issue is matched with the BrainSpace knowledge base in without the need for the Agent to transcribe the caller’s question.

 

Audentify’s AGENT ASSISTANT can:

BrainSpace’s PERSONAL ASSISTANTcan:

􀂃 Accept misspellings, as the customer and the representative will not always spell correctly

􀂃 Suggest alternatives, as the answer to a similar question may exist. This is done in one of three ways:

o A customer requires phone specific information but the database does not have the correct response for the customer’s phone. However, there is a response to the same problem for a similar phone and this will be suggested

o The customer has a general question that does not have a specific answer in the database. Here Audentify will suggest questions and answers that have used similar language to try to find a response

o A customer has a general question that could be answered more specifically. For instance ‘can I receive information by SMS’ could be made more specific with Finance, Sport or Weather information. Here Audentify splits answers, which can be made more specific and will offer the CSR suggestions to make the answer more precise

􀂃 Automatically pass new questions and responses to a central checkpoint where the question and answer are verified and then added to the knowledge database

􀂃 Allow an administrator to check and add new content

The addition of this application has a serious impact on several areas of the contact centre, namely:

1. The training of an Agent takes less time so the cost to train is lower and the Agent is productive more quickly

2. The Agent is able to answer individual calls more quickly as they do not have to search for relevant answers (and thereby put the caller on hold) or forward the call to another more knowledgeable Agent. Agents are therefore more efficient and take more calls

3. Customers are provided with better service as their questions are dealt with quickly and more professionally

4. Agents are able to tackle a broader range of issues so fewer “experts” are required

5. Churn in the contact centre is high but this solution enables the Agent to make more successful calls and improve their chance of success and reward.

Accept misspellings, as the consumer and the representative will not always spell correctly

Suggest alternatives, as the answer to a similar question may exist. This is done in one of three ways:

A user requires specific information but the database does not have the correct response for the consumer’s phone. However, there is a response to the same problem for a similar problem and this will be suggested

The user has a general question that does not have a specific answer in the database. Here BrainSpace will suggest questions and answers that have used similar language to try to find a response

A consumer has a general question that could be answered more specifically. For instance ‘can I receive information by SMS’ could be made more specific with Finance, Social or Weather information. Here BrainSpace splits answers, which can be made more specific and will offer the PERSONAL ASSISTANT suggestions to make the answer more precise

Automatically pass new questions and responses to a central checkpoint where the question and answer are verified and then added to the knowledge database

Allow an administrator to check and add new content

 

http://www.autonomy.com

http://www.audentify.com

http://www.aungate.com

http://www.softsound.com

http://www.virage.com

 

 

With major thanks to Audentify’s own white paper, published last year, from which much of this text has been stripped in order to show how easy it is to do this job now.

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