September 2019 Vol. 17 No. 9

Feature Articles: Artificial Intelligence in Contact Centers―Advanced Media Processing Technology Driving the Future of Digital Transformation

• Advanced Initiatives for Contact Center AI

  

  Abstract
  Contact centers are becoming increasingly important as a point of contact where feedback from many customers can be obtained. NTT Media Intelligence Laboratories is carrying out research and development of the application of artificial intelligence technology in contact centers. This article introduces some of the latest technologies for solving various issues at contact centers using the speech and natural language processing technologies that we have cultivated over many years.

• Evolution of Speech Recognition System―VoiceRex

  

  Abstract
  Speech recognition is a key element of artificial intelligence for contact centers. It is now used in a wide range of scenarios, supporting business in various ways. Research and development of speech recognition has a long history and has been built upon various technologies to reach today’s standards. We introduce the VoiceRex speech recognition system developed by NTT Media Intelligence Laboratories, its history, and some technologies employed in the latest VoiceRex system, which are much anticipated for use in contact centers.

• Toward Natural Language Understanding by Machine Reading Comprehension

  

  Abstract
  The ability of artificial intelligence (AI) to comprehend text is becoming a major topic of discussion. While natural language understanding by AI poses a difficult problem, a significant improvement in AI reading comprehension has been achieved in recent years through the application of deep learning techniques. This article introduces machine reading comprehension technology now under research and development at NTT with the aim of achieving an agent that can understand business knowledge written in manuals, understand the language used by customers, and provide appropriate answers to questions.

• Automatic Knowledge Assistance System Supporting Operator Responses

  

  Abstract
  The variety and complexity of products and services handled by contact centers has increased recently, which places a heavy load on operators, as they must retain more information. This has led to decreasing operator retention rates. This article introduces an automatic knowledge assistance system that assists operators by automatically presenting appropriate information (knowledge) to them while they are handling calls.

Regular Articles

• Towards Secured and Transparent Artificial Intelligence Technologies in Hierarchical Computing Networks

  

  Abstract
  Researchers at NTT Network Innovation Laboratories have recently been focusing on the interdiscipline of transparent artificial intelligence (AI) technologies and hierarchical computing networks. A hierarchically distributed computing structure not only improves the quality of computation but also creates an extra degree of diversity for algorithm refinement. Sparse coding, an important transparent AI technique, is finding application in this new domain. We propose in this article a secure sparse coding scheme that enables computing directly on cipher-texts. We also demonstrate its application to image compression and face recognition in edge and cloud networks.

Global Standardization Activities

• Report on the 22nd Global Standards Collaboration (GSC-22) Meeting

  

  Abstract
  The 22nd meeting of the Global Standards Collaboration (GSC-22) was held March 26-27, 2019, in Montreux, Switzerland. The purpose of the GSC is to enable standards developing organizations (SDOs) to share information, avoid duplication of work, and promote standardization activities. Eighty-five people from 12 SDOs participated in the meeting and discussed two strategic topics: connected citizens & smart sustainable cities, and artificial intelligence.

External Awards/Papers Published in Technical Journals and Conference Proceedings

• External Awards/Papers Published in Technical Journals and Conference Proceedings