Voice-Based User Interaction System for Call-Centers, Using a Small Vocabulary for Romanian

This paper presents a voice-based user interaction system for call centers, in Romanian. A proof of concept for the banking domain was implemented. The system consists of an automatic speech recognition engine, a text-to-speech engine, a dialogue management subsystem and an interface with the bank database. The banking services and operations were simulated for a small number of services. Since Romanian is still an under resourced language, we choose to build a small vocabulary automatic speech recognizer and develop a dialogue model using only digits as user input. The text-to speech engine can generate any Romanian utterance.