NEC has developed a "semantic search engine" that analyses and classifies the meaning of text, enabling users to process information.
A "semantic search" is a method that locates text related to a keyword by referencing keyword aspects such as synonyms, broad concepts and narrow concepts.
This search engine consists of technologies that search for and classify large volumes of data to help users understand the content of documents, enabling call centre operators to improve the efficiency of operations by locating information that relates to customer inquiries.
The search engine technologies include compressed index management technologies for high speed semantic searches; causal association map that enables understanding of representative examples; and NEC developed technologies that compress and save index data for text that relates to a search term, including both broad and narrow concepts.
The technologies also include NEC developed mapping technologies that classify and display representative examples, classification technology that identifies important words for a refined search and NEC developed technologies that classify and display words that are considered most important within a search result.
Deploying the new search engine at the NEC Oracle Response Center, an NEC contact centre has reduced the average operator search time and increased the number of complete inquiry responses by 25% per month.
