Big speech data analytics for contact centers - BISON

European Horizon 2020 project No. 645323
2015-2017

Project


Workpackages

WP Number WP Title WP Lead beneficiary Start month End month
WP1 Management 1 - PHO 1 36
WP2 User requirements and feedback 4 - EBOS 1 36
WP3 Data 3 - TID 1 31
WP4 Speech-mining technologies 7 - BUT 1 31
WP5 Information mining for business 6 - TME 5 35
WP6 Integration and system testing 2 - MYF 1 36
WP7 Exploitation, dissemination 5 - COMCZ 1 36
WP8 Legal, ethical and societal issues 8 - UNIBO 1 36

Deliverables

Deliverable Number Deliverable Title WP Number Lead beneficiary Type Dissemination level Due Date (in months)
D2.1 Initial user requirements WP2 5 - COMCZ Report CO 5
D2.2 smallBison preliminary feedback analysis and recommendations for bigBison WP2 4 - EBOS Report CO 19
D2.3 Summary and analysis of user feedback WP2 2 - MYF Report CO 36
D3.1 Data planning and management I WP3 7 - BUT Report CO 3
D3.2 Data planning and management II WP3 7 - BUT Report CO 15
D3.3 Data planning and management III WP3 7 - BUT Report CO 27
D3.4 Public speech data for CC operations WP3 3 - TID Other CO 23
D3.5 Contact center data collection and processing WP3 6 - TME Report CO 31
D4.1 Initial speech mining technologies WP4 7 - BUT Other Public
PDF
10
D4.2 Optimizing speech data mining for CC operation WP4 1 - PHO Report Public 22
D4.3 Final set of speech technologies adapted for Contact Centers WP4 1 - PHO Other Public 31
D5.1 Mining big speech data for business - early version WP5 6 - TME Report CO 11
D5.2 Indexing and database access to big speech data WP5 7 - BUT Other Public 22
D5.3 Mining big speech data for business - final version WP5 6 - TME Report CO 35
D6.1 Architecture and API’s WP6 2 - MYF Report CO 6
D6.2 smallBison WP6 2 - MYF Demonstrator Public
PDF
12
D6.3 User Data collection infrastructure WP6 1 - PHO Other CO 17
D6.4 bigBison WP6 2 - MYF Demonstrator Public 33
D7.1 Public web-page WP7 7 - BUT Websites, patents filling, etc. Public
link
1
D7.2 Preliminary business plan WP7 5 - COMCZ Report CO 12
D7.3 Updated business plan WP7 4 - EBOS Report CO 24
D7.4 Final business plan WP7 4 - EBOS Report CO 36
D8.1 Ethical approvals for the data WP8 8 - UNIBO Report CO 3
D8.2 Legal, ethical and societal issues of BISON – General framework WP8 8 - UNIBO Report CO 6
D8.3 Legal, ethical and societal issues of BISON II WP8 8 - UNIBO Report CO 12
D8.4 Legal, ethical and societal issues of BISON III WP8 8 - UNIBO Report CO 24
D8.5 Legal, ethical and societal issues of BISON - The BISON ethical and societal code WP8 8 - UNIBO Report Public 36
D8.6 Guidelines for BISON design, deployment and use WP8 8 - UNIBO Report CO 36

CO - Confidential, only for members of the consortium (including the Commission Services)


Milestones

Milestone 1 – smallBISON – M12

planned early in the project (end of the 1st year) in order to provide a fast assessment of the capabilities and offer the end-users in the consortium (and potentially a limited number of external customers) an early version for real, though limited, deployment. smallBISON will contain full range of speech mining technologies in 9 languages and simple presentation of the results.

Milestone 2 – bigBISON – M33

final output demonstrating full capabilities of the technology. All speech technologies will come in noise-robust and optimized versions, transcription and keyword spotting will be available all languages covering the needs of end-user in the consortium, and methodologies for rapid and cost-effective development of new ones (leveraging on customer data) will be provided. The system will be fully integrated with one large CC hardware and software infrastructure and generation of real business outputs will be demonstrated on real data.