AI-square's Speech Recognition with Personal Information Masking Adopted for Optage's 'Enour QualityPartners' Contact Center Automated Quality Assessment System

Overview Optage Inc. has announced that the personal information masking-equipped speech recognition function from AI-square Inc.'s speech recognition and AI summarization service, 'QuickSummary 2.0,' has been adopted for its contact center interaction quality assessment automation system, 'Enour QualityPartners.'

Background The contact center industry faces significant challenges regarding labor shortages and the standardization of interaction quality. To address these issues and meet customer demands for an interaction analysis and evaluation system that is easy to implement without complex system integration while maintaining data privacy, Optage developed this new system to complement its existing 'Enour' series solutions.

Key Features of QuickSummary 2.0 The speech recognition feature of 'QuickSummary 2.0' achieves over 90% recognition accuracy by combining a specialized technical vocabulary dictionary with AI-driven error correction. Furthermore, its personal information masking function detects and masks personal information such as names, addresses, bank account numbers, and IDs before data is transmitted to generative AI, effectively preventing potential information leaks.

Features of Enour QualityPartners 1. **Automated Quality Assessment**: Generative AI automates analysis, evaluation, and feedback to improve efficiency and standardize quality. 2. **Gamification**: Promotes continuous improvement through daily feedback from characters and visualized achievement badges. 3. **Speech-to-Text**: Automatically converts voice data into text to expand the scope of analysis. 4. **Personal Information Masking**: Enables safe AI utilization in high-security environments. 5. **Acoustic/Emotion Analysis**: Visualizes customer and operator states based on vocal tone and speed.

About the Company AI-square Inc. provides AI-powered solutions for the contact center sector under the belief that AI can enrich communication between companies and their customers.