Title :
Practical issues in the application of speech technology to network and customer service applications
Author :
Whittaker, Steve ; Scahill, Frank ; Attwater, David ; Geenhow, Hilary
Author_Institution :
Voice Services Unit, British Telecom Res. Labs., Ipswich, UK
Abstract :
Speech technology is of increasing importance both in the provision of new network services and in the development of new automated business channels often to complement existing call-centre, online or e-commerce approaches. This paper discusses a number of practical issues in the development of complex services and describes a number of experimental, trial and deployed systems focussing on key issues: (i) large vocabulary database searching-UK name and address transcription; and (ii) the management of dialogue complexity in fluent spoken language systems-the Freedom system
Keywords :
business communication; natural languages; query processing; speech recognition; telecommunication networks; telecommunication services; Freedom system; UK addresses; UK names; automated business channels; call-centre; customer service applications; dialogue complexity management; e-commerce approach; fluent spoken language systems; large vocabulary database searching; network services; online approach; speech recognition; speech technology; transcription; Automation; Business; Customer service; Databases; Heat engines; Intelligent networks; Laboratories; Natural languages; Speech; Vocabulary;
Conference_Titel :
Interactive Voice Technology for Telecommunications Applications, 1998. IVTTA '98. Proceedings. 1998 IEEE 4th Workshop
Conference_Location :
Torino
Print_ISBN :
0-7803-5028-6
DOI :
10.1109/IVTTA.1998.727718
