технология анализа голоса nemesysco eng

Voice Analysis Technologies

What is Nemesysco’s Voice Analysis Technologies all about?

It is NOT aboutwhat we say or how we try to sound…

It is abouthow we truly feel about it

NemesyscoVoice Analysis Technologies

For the past 17 yearsWe’ve been researching and developing a unique emotion analysis technology based on proprietary measurements of the human voice.

NemesyscoVoice Analysis Technologies

Our voice data was collected from various real-life sources and controlled experiments from all over the world in order to insure our technology is language independent.

People can’t control their genuine emotions as they are expressed in the voice.Nemesysco’s technology is unique in it’s ability to identify the unexpressed and genuine emotions as it is basedon uncontrolled properties ofthe voice.

Uncontrolled expressionsVs. Acted ones

NemesyscoLayered Voice Analysis (LVA)

Nemesysco provides various solutions powered by“Layered Voice Analysis” (LVA) technology

SENSATIONS:

Positive, Conflict, NegativeStress, Excitement,

Hesitation, Confusion, Mental Effort

Concentration, Embarrassment, Energy,

Profound Emotions Arousal, Depression

Anger, Sadness, Happiness,Clinical States

Fraud Detection

Security

HR Screening

Call Center

Nemesysco’s productspowered by LVA technology

Integrity Assessment SystemsFor HR Screening

On a daily basis HR managers need to choose between:

Why LVA-i?

highly reliable, but uncomfortable and expensive evaluation procedures

low cost testing, but to expect far less reliable results.to

Polygraph Pen & paper LVA-i

AccuracyTimePrice

Integrity Assessment SystemsFor HR Screening

Why LVA-i?On a daily basis HR managers need to choose between:highly reliable, but uncomfortable and expensive evaluation procedures

low cost testing, but to expect far less reliable results.to

Polygraph Pen & paper LVA-i

AccuracyTimePrice

Integrity Assessment SystemsFor HR Screening

. Immediate availability . Optimal accuracy. And a fair price tag

Polygraph Pen & paper LVA-i

AccuracyTimePrice

Nemesysco’s LVA-i balances between:

LVA-i is a vetting and assessment platform that integrates our unique voice analysis technology with carefully designed sets of questionnaires.

What is LVA-i?

LVA-i has two applications

1

2

Pre-employmentThe initial phase of the recruitment procedures.

PeriodicalPeriodical test for all levels of employees – organizational“honesty maintenance”.

The LVA-i’s assessment process

1 2 3

Emotional reactionsduring an integrity assessment

Nemesysco’s technology will be most effective in detecting emotional reactions under the following 3 conditions:

When the interviewee is motivated to convince

When the interviewee knows that he is not telling the truth and he has an intention to deceiveWhen the interviewee has something to lose if caught lying

1

2

3

LVA- i Automated Report Logic

Personal and current

History

3rd Party

Background attitude

LVA-i questionnaire Funnel approach

Confidentiality and Secrecy Theft from your place of employment Bribery and Kickbacks Fraud and Deceit Team work

Drug usage Alcohol Consumption Gambling Loyalty to the company

LVA- i Standard questionnaire’s topics

Risk testPersonality testManagement skills testJob specific test(Drivers, Cleaners, guards)

LVA- i tailor made questionnaires

LVA-i has 2 modes of operation

1

2

Over the phoneStructured interview assisted by a phone operator

Interactive postAutomated interviewing procedure in a Man-PC interaction

LVA-i is friendly and intuitive…

No age, gender or ethnic bias

Language independent

Automated report generation

Intuitive and easy to understand reports

Enables mass vetting in short time frames

LVA-i Reports

Case study Castel Detect™ - NORTHSTAR Companies

Northstar relies upon Castel Detect™ for monitoring live conversations, detecting incidents of business risk and measuring agent performance.

54% Decrease in Escalated Customer CallsToday, Castel Detect™ provides Northstar agents the ability to easily identify emotionally charged calls. Agents are successfully reengaging customers to deliver successful resolution and customer service during live calls.

63% Decrease in Customer Complaint LettersAs not all customers request to speak to a supervisor at time of issue, customer complaint letters, too, have dropped at Northstar. Not only is this a positive result demonstrating first call resolution, but an additional benefit in reducing time invested managing customer letters.

35% Decrease in Call Handle TimeThe technical correctness of a call for Northstar includes compliance, successful solution, business commitment and customer satisfaction. Each is vital to Northstar’s corporate philosophy. Ensuring customers are provided necessary disclosures and given suitable remedies all while receiving best in industry customer service requires appreciation and strategic use of one’s time. Since employing Castel Detect™, agents have shown increased communication effectiveness resulting in decreased call handle time.

Case study MTS - Mobile TeleSystems OJSC (Russia, 2006)

Method• Ran analysis on 81,000 calls• Thoroughly researched - 3,000

calls• Compared QA5 analysis to MTS

contact center supervisors analysis (same calls)

Findings• 77% compliance between QA5

analysis and MTS supervisors on all calls (marked “Good”/ “Problematic” / “Bad”)

• 95% compliance on marking of “Good / Normal” calls

Conclusion For off-line quality check• Listening to 3% of the QA5 marked calls is enough for finding 30% of bad

calls handling by operator• Listening to 1.8% of the QA5 marked calls is enough to find 40% of bad

calls by customers• Using QA5 can reduce by up to 4 the time supervisor spends listening to

calls and allows him to listen to up to 9 times more calls

*MTS is the biggest cellular operator in Russia, with over 90 million customers

Case study RA7 Fraud prevention solution at UNIQA Insurance (Hungary, 2011)

Sample incident: a 4.3 magnitude earthquake in Hungary, Europe. Saturday, January 29, 2011 at 17:41The day after the earthquake: 163 claims were submitted over the phone.

• The further away from the epicenter of the quake - the more fraudulent claims were recorded

• Operators in the call center were able to handle and defeat fraudulent claims as they were received by phone

• Only 119 claims were found to be truthful & 44 (27%) to be fraudulent Magnitud

eLegitimate claims

High Risk claims

4.3 99 2

3.6 20 18

2.2 0 18

1.3 0 6

Case study Domodedovo International Airport (Moscow, 2005)

MethodThe focus of the pilot was to ascertain the feasibility and accuracy of the GK1 in the detection of drug smugglers entering Russia via the airport. The local RDEA authorities selected a number of passengers from each flight. These selected passengers were tested by the GK1 Standard Post system - they were then tested by the GK1 Online Post and then finally, were physically checked for possession of drugs.

Findings• 11.6% of the passengers tested were found by the automatic questionnaire to be

Red. All of these passengers were then cleared by real-time interview. These numbers were confirmed by physically checking the passengers 

• There is 100% accurate match between the results given by the GK1 system and the actual physical examinations 

Green

Inconclusive Red

Automatic questionnaire 437 1 58

Real-time interview 495 1 0

Physical check 496 --- 0

• In one case, the GK1 system indicated that a passenger is somehow connected to Drugs. We were later informed that this passenger was in fact a drug dealer, and that police intelligence had already marked him 

• No Red passengers were found during the pilot period

MMI Group8 Illinska st., 3rd Entrance, BC

"Illinsky“Kyiv, 04070, Ukraine

tel.: +38 (044) 237-70-81e-mail: info@mmigroup-it.com

www.mmigroup-it.com

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