Automation of alternate billed calls using speech recognition

Author

Murphy, Michael ; Bielby, Gregory ; Roe, Bruce ; Read, Ken ; O´Gorman, Al ; Lennig, Matthew

Author_Institution

Bell-Northern Res., Montreal, Que., Canada

Volume

29

Issue

1

fYear

1991

Firstpage

25

Lastpage

29

Abstract

Alternate billed calls (collect, calling-card, bill-to-third-party), which represent close to 50% of the toll and assist traffic in North America, requiring substantial operator workforce expenditures for telephone companies, are addressed. The automated alternate billing service (AABS), which automates a large component of this traffic, is described. Emphasis is on the use of advances in voice recognition technology and an innovative call script tool designed to simplify realization of the AABS application. Network interfaces, voice-processing hardware, speech recognition, call processing, fraud, bilingual support, and future enhancements are discussed.<>

Keywords

speech recognition; telephone traffic; North America; alternate billed calls; automated alternate billing service; bilingual support; bill-to-third-party call; call processing; call script tool; calling-card call; collect call; fraud; network interfaces; speech recognition; toll and assist traffic; voice recognition technology; voice-processing hardware; Automatic speech recognition; Automation; Control systems; IEEE news; North America; Speech recognition; Statistics; Switches; Telecommunication traffic; Telephony;

fLanguage

English

Journal_Title

Communications Magazine, IEEE

Publisher

ieee

ISSN

0163-6804

Type

jour

DOI

10.1109/35.64720

Filename

64720