• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.2
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• pp.750-762
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• 2019

The importance of the call center as a contact point for the enterprise is growing. However, call centers have difficulty with their operating agents due to the agents' lack of knowledge and owing to frequent agent turnover due to downturns in the business, which causes deterioration in the quality of customer service. Therefore, through an N-bank call center case study, we developed a system to reduce the burden of keeping up business knowledge and to improve customer service quality. It is a "real-time agent advisor" system that provides agents with answers to customer questions in real time by combining AI technology for speech recognition, natural language processing, and questions & answers for existing call center information systems, such as a private branch exchange (PBX) and computer telephony integration (CTI). As a result of the case study, we confirmed that the speech recognition system for real-time call analysis and the corpus construction method improves the natural speech processing performance of the query response system. Especially with name entity recognition (NER), the accuracy of the corpus learning improved by 31%. Also, after applying the agent advisor system, the positive feedback rate of agents about the answers from the agent advisor was 93.1%, which proved the system is helpful to the agents.

• The Transactions of the Korea Information Processing Society
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• v.6 no.4
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• pp.1129-1135
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• 1999

isolated word recognition using the Dynamic Time warping algorithm has shown good recognition rate on speaker dependent environment. But, practically, since the searching time of the dynamic Time Warping algorithm is rapidly increased as searching data is increased. it is hard to implement. In the context-dependent-short-query system such as educational children's workbook on the Web, the number of responses to the specific questions is limited. Therefore, the searching space for the answers can be reduced depending on the questions. In this paper, low cost implementation method using DTW for the Web has been proposed. To cover the weakness of DTW, the searching space is reduced by the context. the searching space, depends on the specific questions, is chosen from interest searchable candidates. In the real implementation, the proposed method show better performance of both time and recognition rate.

• Journal of KIISE:Software and Applications
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• v.37 no.10
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• pp.788-801
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• 2010

Advancing of mobile device is remarkable, so the research on mobile input device is getting more important issue. There are lots of input devices such as keypad, QWERTY keypad, touch and speech recognizer, but they are not as convenient as typical keyboard-based desktop input devices so input strings usually contain many typing errors. These input errors are not trouble with communication among person, but it has very critical problem with searching in database, such as dictionary and address book, we can not obtain correct results. Especially, Hangeul has more than 10,000 different characters because one Hangeul character is made by combination of consonants and vowels, frequency of error is higher than English. Generally, suffix tree is the most widely used data structure to deal with errors of query, but it is not enough for variety errors. In this paper, we propose fast approximate Korean word searching system, which allows variety typing errors. This system includes several algorithms for applying general approximate string searching to Hangeul. And we present profanity filters by using proposed system. This system filters over than 90% of coined profanities.

• Journal of the Institute of Electronics Engineers of Korea CI
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• v.43 no.6 s.312
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• pp.43-51
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• 2006

This paper proposes a metrics for example matching under the example-based machine translation for English-Korean machine translation. Our metrics served as similarity measure is based on edit-distance algorithm, and it is employed to retrieve the most similar example sentences to a given query. Basically it makes use of simple information such as lemma and part-of-speech information of typographically mismatched words. Edit-distance algorithm cannot fully reflect the context of matched word units. In other words, only if matched word units are ordered, it is considered that the contribution of full matching context to similarity is identical to that of partial matching context for the sequence of words in which mismatching word units are intervened. To overcome this drawback, we propose the context-weighting scheme that uses the contiguity information of matched word units to catch the full context. To change the edit-distance metrics representing dissimilarity to similarity metrics, to apply this context-weighted metrics to the example matching problem and also to rank by similarity, we normalize it. In addition, we generalize previous methods using some linguistic information to one representative system. In order to verify the correctness of the proposed context-weighted metrics, we carry out the experiment to compare it with generalized previous methods.