Cognitive Assistive Technology for Older Teleworkers
Working in call centers and customer service centers demands a high degree of concentration.
While communicating with the customer, the employee must call up information from various databases, such as customer relationship management systems (CRM) and product catalogs.
Good service in this context depends on good speech intelligibility of the telephone signal and an intelligent, intuitively operable information system.
In the “KANTATE“ project, methods are being researched and developed to improve human-technology interaction, especially with regard to the changed sensory and cognitive abilities of older persons.
The solution utilizes speech recognition to apprehend and, in parallel, semantically analyze the dialog with the customer so that the system can automatically call up and clearly display the relevant information.