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Software Assisted Call Analysis by Hans L. Trinkaus and Andrea E. Gaisser

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Software Assisted Call Analysis by Hans L. Trinkaus and Andrea E. Gaisser

  1. 1. SACA <ul><li>Software Assisted Call Analysis </li></ul><ul><li>Hans L. Trinkaus, Andrea E. Gaisser </li></ul><ul><li>International Conference on Communication in Healthcare 2009 October 4-7, 2009 Miami Beach, Florida, USA </li></ul>
  2. 2. SACA <ul><li>Software Assisted Call Analysis </li></ul><ul><li>Hans L. Trinkaus, Andrea E. Gaisser </li></ul><ul><li>International Conference on Communication in Healthcare 2009 October 4-7, 2009 Miami Beach, Florida, USA </li></ul>
  3. 3. Status quo / Task <ul><li>30.000 counselling calls per year ! </li></ul>How to analyze, evaluate and improve them interactively ?! Cancer Information Service (KID) Heidelberg (Castle) Kaiserslautern (Institute)
  4. 4. Scope <ul><li>A novel technique is introduced, based on a structure similar to a music score. </li></ul><ul><li>Via a duet , between caller (patient) and counsellor (cancer information specialist), guided by the counsellor, the main contents of the dialogue are extracted and stored automatically. </li></ul><ul><li>Trained speech recognition is used for the counsellor’s part for monitoring and controlling the call’s course. </li></ul><ul><li>knowCube ® , an interactive multi criteria decision making tool, supports the analysis (retrieval, exploration, evaluation, comparison, clustering) of calls. </li></ul><ul><li>Keyword spotting is applied for the caller’s part to pick out instances from sets of expected values. </li></ul>
  5. 5. Structured Dialogue Mappings <ul><li>Today, after the patient/counsellor-calls nothing is kept back from such valuable dialogue contents. What can be done? </li></ul>The Magic Flute Title Page of W. A. Mozart‘s Music Score <ul><li>Look on that “object”, with huge information density and structure – inspiring to … </li></ul>
  6. 6. Structured Dialogue Mappings <ul><li>.. focus on a call‘s quintessence, i.e. meta data , like sex, age, size and weight, family status, education, level of language, … and information needs , concerning complaints, symptoms, diagnosis, therapy and course of illness, </li></ul><ul><li>.. get data values automatically, by applying speech recognition methods , using the pre-knowledge about expected parameter value sets, </li></ul><ul><li>.. map identified items onto a set of pre-structured tables, the framework for the dialogue course / work flow , serving as a basis for SACA, </li></ul><ul><li>.. for an interactive, guided assistance, prompting situational hints and addressing communication skills . </li></ul>
  7. 7. The SACA Score <ul><li>A Caller-Counsellor Duet , i.e. one of the dialogue’s phases. </li></ul>Prototype of a C-C Duet Score <ul><li>Tempo, loudness, mode, mood, ... are adopted, well-known musical marks , with outcomes gained by plug-in tools. </li></ul><ul><li>Background colours are pointing to different parameters , the words filled-in are the results of trained speech recognition or untrained keyword spotting . </li></ul>
  8. 8. Guiding Communication Processes <ul><li>Some topics: - A red dialogue thread always prompts to the counsellor! - What about caller‘s needs vs. counsellor’s advices ? - Which information is optimal to use? - How to transfer communication into better emotion mode ? </li></ul>A Complete “Opera” (top) Dialogue-Quality/Rating (bottom) <ul><li>SACA offers communication support , enables dialogue rating and quality improvement . </li></ul><ul><li>The complete (DKFZ-) dialogue follows a structured guideline . </li></ul>
  9. 9. Extracting Contents Extraction Component (Trained Speech Recognition) <ul><li>The counsellor guides the caller through the dialogue. </li></ul><ul><li>SACA supervises both, </li></ul><ul><li>.. detects the current dialogue phase, </li></ul><ul><li>.. loads corresponding keyword lists, </li></ul><ul><li>.. listens to the caller’s part, </li></ul>
  10. 10. Extracting Contents Extraction Component (Trained Speech Recognition) <ul><li>The counsellor guides the caller through the dialogue. </li></ul><ul><li>SACA supervises both, </li></ul><ul><li>.. detects the current dialogue phase, </li></ul><ul><li>.. loads corresponding keyword lists, </li></ul><ul><li>.. listens to the caller’s part, </li></ul><ul><li>.. and picks out matching values. </li></ul>
  11. 11. Fancy Outlook: Navigating and Analyzing Call Clusters <ul><li>The SACA scores’ data base inherits strong structure from knowledge extraction processes. </li></ul>Exploration Component – handling graphically with all kinds of values, complex logical operations, user-defined similarities or metrics, … <ul><li>knowCube ® , an intuitive, multi criteria decision making software, is used for - navigating and analyzing arbitrary sets of calls, - by well-known graphical tools , like pen, brush and text marker. </li></ul>
  12. 12. Summary <ul><li>To our knowledge, no tool like SACA is available so far. </li></ul><ul><li>The software assists in evaluating and monitoring the users’ needs and interactions. </li></ul><ul><li>With appropriate “subject sensitive” customizing, SACA could support any medical call centre – and (mutatis mutandis) patient/physician communication, too. </li></ul><ul><li>Finally, the SACA system will interactively - provide online guidance, - assist the complete workflow/process, - contribute to quality assurance. </li></ul>Thank you for listening.

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