• The Journal of Information Technology
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• v.3 no.2
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• pp.87-95
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• 2000

This paper studies on method about construction and design of two-way message system to overcome limit of one-way pager system. Method of two-way system construction is studied on using the present one-way pager system and configure system. Forward-link of proposed method is using the present one-way pager system. And Reverse-link of proposed method is used TRS and Beacon on pager. CTI(Computer Telephony Integration) is used to Call processing

• Journal of the Ergonomics Society of Korea
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• v.21 no.1
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• pp.51-65
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• 2002

As the method of providing information is getting multimedia, the synthetic voice is used in not only CTI(Computer Telephony Integration), information service for the blind, but also applications on internet. But properties of synthetic voice, such as speech rate, pitch, timbre and so on, are not adjusted to customers' preference but providers' preference. In order to consider customers' preference, this study proposed four subjective factors of voice through the evaluation of voice using the method of sensibility ergonomics. And the relation synthetic voice to be agreeable to the ear with emotional images was formulated as a fuzzy model. Consequently, this study proposed the speech rate and pitch of synthetic voice which is agreeable to the ear.

• Journal of the Korea Society of Computer and Information
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• v.12 no.2 s.46
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• pp.37-45
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• 2007

In this paper, we proposed a new customized e-Ring(Enterprise Ring Back Tone) system which could be represented each user and organization feature. The e-Ring system provided the ring back tone and additional services to reduce the waiting time when the client called an organization. This system was for an appropriate organization public relations instead of the meaningless ring back tone which was used usual call, also was maximized the service availability and work efficiency which was obtained from the automatic response and service suppling to users who had needs and questions.

• Journal of the Korea Society of Computer and Information
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• v.8 no.1
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• pp.97-102
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• 2003

In this paper it Is to suggest that beyond the Previous communication concept of exchange, transmission mounting. and terminal , the call control system function should be added to the call control exchange server, to make an external telephone call available through the internet by connecting the interior line and the Internet. The function evaluation of call control system is found to become stable when the callers are 10 rather than 20 above, as a result of the more than ten times repeated concurrent calls. Furthermore, the evaluation shows that the program responds Quickly within a second, even when there are more than 100 callers as well as secures a stable system operation and mutual inter-feasibility due to a fast connectivity and a superb function.

• KSCI Review
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• v.14 no.1
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• pp.205-212
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• 2006

In this paper, we proposed a new customized e-Ring(Enterprise Portal Back Tone) system which could be represented each organization feature. The e-Ring system provided a call back tone and additional services to reduce the waiting time when the client called an organization. This system is for an appropriate organization public relations instead of the meaningless ring back tone which is used usual call, also is maximized the service availability and work efficiency which is obtained from the automatic response and service suppling to users who have needs and questions.

• 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.