Title :
Automation of alternate billed calls using speech recognition
Author :
Murphy, Michael ; Bielby, Gregory ; Roe, Bruce ; Read, Ken ; O´Gorman, Al ; Lennig, Matthew
Author_Institution :
Bell-Northern Res., Montreal, Que., Canada
Abstract :
Alternate billed calls (collect, calling-card, bill-to-third-party), which represent close to 50% of the toll and assist traffic in North America, requiring substantial operator workforce expenditures for telephone companies, are addressed. The automated alternate billing service (AABS), which automates a large component of this traffic, is described. Emphasis is on the use of advances in voice recognition technology and an innovative call script tool designed to simplify realization of the AABS application. Network interfaces, voice-processing hardware, speech recognition, call processing, fraud, bilingual support, and future enhancements are discussed.<>
Keywords :
speech recognition; telephone traffic; North America; alternate billed calls; automated alternate billing service; bilingual support; bill-to-third-party call; call processing; call script tool; calling-card call; collect call; fraud; network interfaces; speech recognition; toll and assist traffic; voice recognition technology; voice-processing hardware; Automatic speech recognition; Automation; Control systems; IEEE news; North America; Speech recognition; Statistics; Switches; Telecommunication traffic; Telephony;
Journal_Title :
Communications Magazine, IEEE
