A comparison between DTMF and ASR IVR services through objective and subjective evaluation

We evaluated some features of current automatic speech recognition (ASR) technology available in the marketplace for computer telephony applications, i.e., speaker independent vocal access through numbers and words, as well as some design techniques such as prompt and recovery. Three different ASR prototypes of the same application have been developed. Furthermore, a DTMF prototype that allows users to enter commands only through the telephone keyboard have been developed, with the purpose of making a comparison between touch tone and speech recognition technologies for telephony services.