FOR IMMEDIATE RELEASE No. 3403
TOKYO, March 17, 2021 - Mitsubishi Electric Corporation (TOKYO: 6503) announced today that it has developed a dialogue-summarizing technology based on its AI technology Maisart®* that automatically generates accurate written summaries of spoken conversation, thereby enabling call-center staffers to roughly halve the time they need to prepare final reports after calls, as determined in preliminary tests conducted at a Mitsubishi Electric call center.
Fig. 1: Example application at call center
Fig. 2: Summarization process
|Dialogue processing method||Performance|
|New||Maisart learns call histories and past reports to create a written record, and then extracts the most similar and shortest sentences from manually produced past reports to generate a condensed record of summarized natural sentences||About 90% of generated record usable in final report|
|Conventional||AI learns how to convert spoken sentences into summarized sentences through end-to-end machine learning.||About 30% of generated record usable in final report|
Mitsubishi Electric will evaluate its new technology through demonstration tests at the company's own call center from March 2021, aiming eventually to use it to generate records of phone conversations with customers regarding product malfunctions, product inquiries, etc.
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