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Practical issues in the application of speech technology to network and customer service applications

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4 Author(s)
S. Whittaker ; Voice Services Unit, British Telecom Res. Labs., Ipswich, UK ; F. Scahill ; D. Attwater ; H. Geenhow

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

Published in:

Interactive Voice Technology for Telecommunications Applications, 1998. IVTTA '98. Proceedings. 1998 IEEE 4th Workshop

Date of Conference:

29-30 Sep 1998