The role of speech technology in service-operation estimation

This paper introduces our recent effort to develop a Service-Operation Estimation (SOE) system using speech and multi-sensored data as well as other acquired data. In SOE, it is essential to analyze employees´ data in order to increase the productivity in many service industries. Speech processing techniques, such as voice activity detection and keyword spotting recognition, help the analysis and enhance the precision of the results; the beginning and end times of speech region are used to detect work events, and recognized keywords are used to conduct work estimation. In our system all the results are visualized in a 3D model, and it makes employers and employees help their operations.