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master's thesis
Implementacija i analiza korištenja glasovnog asistenta u kontakt centrima
Zagreb: University of Zagreb, Faculty of Electrical Engineering and Computing, 2022. urn:nbn:hr:168:791197
Lončarić, Tea
University of Zagreb
Faculty of Electrical Engineering and Computing

Institutional repository: FER Repository

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Lončarić, T. (2022). Implementacija i analiza korištenja glasovnog asistenta u kontakt centrima (Master's thesis). Zagreb: University of Zagreb, Faculty of Electrical Engineering and Computing. Retrieved from https://urn.nsk.hr/urn:nbn:hr:168:791197

Lončarić, Tea. "Implementacija i analiza korištenja glasovnog asistenta u kontakt centrima." Master's thesis, University of Zagreb, Faculty of Electrical Engineering and Computing, 2022. https://urn.nsk.hr/urn:nbn:hr:168:791197

Lončarić, Tea. "Implementacija i analiza korištenja glasovnog asistenta u kontakt centrima." Master's thesis, University of Zagreb, Faculty of Electrical Engineering and Computing, 2022. https://urn.nsk.hr/urn:nbn:hr:168:791197

Lončarić, T. (2022). 'Implementacija i analiza korištenja glasovnog asistenta u kontakt centrima', Master's thesis, University of Zagreb, Faculty of Electrical Engineering and Computing, accessed 26 December 2024, https://urn.nsk.hr/urn:nbn:hr:168:791197

Lončarić T. Implementacija i analiza korištenja glasovnog asistenta u kontakt centrima [Master's thesis]. Zagreb: University of Zagreb, Faculty of Electrical Engineering and Computing; 2022 [cited 2024 December 26] Available at: https://urn.nsk.hr/urn:nbn:hr:168:791197

T. Lončarić, "Implementacija i analiza korištenja glasovnog asistenta u kontakt centrima", Master's thesis, University of Zagreb, Faculty of Electrical Engineering and Computing, Zagreb, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:168:791197

Metadata
TitleImplementacija i analiza korištenja glasovnog asistenta u kontakt centrima
Title (english)Implementation and analysis of voice assistant usage in contact centers
AuthorTea Lončarić
MentorŽeljko Ilić (mentor)
Committee memberŽeljko Ilić (predsjednik povjerenstva)
Committee memberMarin Šilić (član povjerenstva)
Committee memberAdrian Satja Kurdija (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Electrical Engineering and Computing
Zagreb
Defense date and country2022-06-28, Croatia
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Computing
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Electrical Engineering
Abstract
U ovom radu opisana je arhitektura Cisco kontakt centra. Opisane su komponente i funkcionalnosti UCCX i UCCE sustava, koje ovise o različitim metodama implementacije. U svrhu smanjenja opterećenja na kontakt centar i pružanjem boljeg korisničkog iskustva javlja se potreba za uvođenjem glasovnih asistenata. Njihov rad zasniva se na obradi i razumijevanju prirodnog jezika te ostalim tehnologijama umjetne inteligencije poput strojnog učenja. Za otkrivanje namjere upita i pružanje ispravnog odgovora potrebno je istrenirati konverzacijski koder, koji iterativno pokreće niz transformacija na ulaznoj i izlaznoj strani, uključujući okolni kontekst razgovora. Ponašanje glasovnog asistenta konfigurira se pomoću kreiranja tokova za obradu poziva te može biti definiran kao samostalan sustav ili može raditi u integraciji s komponentama kontakt centra.
Abstract (english)
This thesis explains the architecture of the Cisco Contact Center. The components and functionalities of the UCCX and UCCE systems are described. They depend on different implementation methods. In order to reduce the load on the contact center and provide a better user experience, there is a need to introduce voice assistants. Their work is based on the processing and understanding of natural language and other artificial intelligence technologies, such as machine learning. To discover the intent of the query and provide the correct answer, it is necessary to train a conversational encoder, which iteratively initiates a series of transformations on the input and output side, including the surrounding context of the conversation. Voice assistant behavior is configured by creating call processing flows and can be defined as a stand-alone system or it can work in integration with contact center components.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:168:791197
Study programmeTitle: Information and Communication Technology
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra inženjer/inženjerka informacijske i komunikacijske tehnologije (magistar/magistra inženjer/inženjerka informacijske i komunikacijske tehnologije)
Type of resourceText
File originBorn digital
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Created on2023-01-13 15:24:36