Objective
Contact centers (CC) are an important business for Europe: 35,000 contact centers generate 3.2 Million jobs (~1% of Europe’s active population). A typical CC produces a wealth of multilingual spoken data that is nowadays mined by humans (CC agents and supervisors) or by rudimentary technical means.
BISON consortium plans to bring significant innovations in three areas: (1) basic speech data mining technologies (systems quickly adaptable to new languages, domains and CC campaigns), (2) business outcome mining from speech (translated into improvement of CCs’ Key Performance Indicators) and (3) CC support systems integrating both speech and business outcome mining in user-friendly way.
The project will produce two prototypes: smallBison (end of the 1st year) will be a functioning system for real, though limited, deployment and user feedback collection. bigBison (end of the project) will include full range of capabilities and be fully integrated with CC hardware and software infrastructure. Generation of business outputs will be demonstrated on real data.
Business indicators and values for the market were instrumental for the definition of the project and will be crucial for project execution.
BISON consortium is composed of eight players with complementary skills. Two end users running large CC operations (EBOS, Atento) are generating user requirements and are ready to deploy the prototypes immediately in real scenarios. Phonexia (the coordinator), Brno University of Technology and Telefónica I+D are experts in speech data mining - from R&D, data processing to developing products placed on the market. Telefónica Móviles is an expert in business outcome mining and MyForce is a skilled Contact Center hardware and software integrator. CC data involve a number of legal issues, therefore, the University of Bologna (with significant experience in regulatory and legal aspects) complements the consortium.
Fields of science (EuroSciVoc)
CORDIS classifies projects with EuroSciVoc, a multilingual taxonomy of fields of science, through a semi-automatic process based on NLP techniques. See: https://op.europa.eu/en/web/eu-vocabularies/euroscivoc.
CORDIS classifies projects with EuroSciVoc, a multilingual taxonomy of fields of science, through a semi-automatic process based on NLP techniques. See: https://op.europa.eu/en/web/eu-vocabularies/euroscivoc.
- natural sciences computer and information sciences software software applications system software
- natural sciences computer and information sciences data science data mining
- natural sciences computer and information sciences artificial intelligence machine learning deep learning
- social sciences economics and business business and management employment
- natural sciences computer and information sciences data science data processing
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Keywords
Project’s keywords as indicated by the project coordinator. Not to be confused with the EuroSciVoc taxonomy (Fields of science)
Project’s keywords as indicated by the project coordinator. Not to be confused with the EuroSciVoc taxonomy (Fields of science)
Programme(s)
Multi-annual funding programmes that define the EU’s priorities for research and innovation.
Multi-annual funding programmes that define the EU’s priorities for research and innovation.
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H2020-EU.2.1.1. - INDUSTRIAL LEADERSHIP - Leadership in enabling and industrial technologies - Information and Communication Technologies (ICT)
MAIN PROGRAMME
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H2020-EU.2.1.1.4. - Content technologies and information management: ICT for digital content, cultural and creative industries
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Topic(s)
Calls for proposals are divided into topics. A topic defines a specific subject or area for which applicants can submit proposals. The description of a topic comprises its specific scope and the expected impact of the funded project.
Calls for proposals are divided into topics. A topic defines a specific subject or area for which applicants can submit proposals. The description of a topic comprises its specific scope and the expected impact of the funded project.
Funding Scheme
Funding scheme (or “Type of Action”) inside a programme with common features. It specifies: the scope of what is funded; the reimbursement rate; specific evaluation criteria to qualify for funding; and the use of simplified forms of costs like lump sums.
Funding scheme (or “Type of Action”) inside a programme with common features. It specifies: the scope of what is funded; the reimbursement rate; specific evaluation criteria to qualify for funding; and the use of simplified forms of costs like lump sums.
IA - Innovation action
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Call for proposal
Procedure for inviting applicants to submit project proposals, with the aim of receiving EU funding.
Procedure for inviting applicants to submit project proposals, with the aim of receiving EU funding.
(opens in new window) H2020-ICT-2014
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Net EU financial contribution. The sum of money that the participant receives, deducted by the EU contribution to its linked third party. It considers the distribution of the EU financial contribution between direct beneficiaries of the project and other types of participants, like third-party participants.
612 00 Brno
Czechia
The organization defined itself as SME (small and medium-sized enterprise) at the time the Grant Agreement was signed.
The total costs incurred by this organisation to participate in the project, including direct and indirect costs. This amount is a subset of the overall project budget.