An automatic telephone operator using speech recognition

With the rapid development in telephone communication technology, we have seen the replacement of human telephone operators with automatic operator services in order to increase the speed and efficiency. This paper describes a proposed automatic telephone operator system (ATOS) for private branch exchanges (PBXs) using speech recognition techniques. A PBX is a telephone switching system acting exclusively for an organization as an exchange to connect external calls and its extensions. Today many PBXs need an attendant to connect external calls to the desired extensions. The proposed ATOS is such a system that is able to automate a PBX operator's work by recognizing the caller's name spoken by the caller. Furthermore, it can be used for existing PBXs without any change to the PBXs themselves. A preliminary test showed a 99% success rate.