Title :
Directory assistance automation in Bell Canada: trial results
Author :
Lennig, Matthew ; Bielby, Greg ; Massicotte, Julie
Author_Institution :
Bell-Northern Res., Montreal, Que., Canada
Abstract :
Speech recognition was used to automate directory assistance in a 6-month trial with Bell Canada´s public customers. The bilingual application gave the caller a choice at the beginning of the dialog to continue in English or French. Over 89% of calls were either partially or fully automated. Customer and operator reactions to the system were positive. Bell-Northern Research´s flexible vocabulary recognizer, using a vocabulary of 1,700 city names and synonyms, performed well under real world conditions. Economically significant operator work time savings were demonstrated
Keywords :
speech recognition; telephony; Bell Canada; English; French; city names; dialog; directory assistance automation; flexible vocabulary recognizer; operator work time savings; speech recognition; synonyms; trial results; Auditory system; Automation; Business; Cities and towns; Natural languages; Speech recognition; Telephony; User interfaces; Vocabulary;
Conference_Titel :
Interactive Voice Technology for Telecommunications Applications, 1994., Second IEEE Workshop on
Conference_Location :
Kyoto
Print_ISBN :
0-7803-2074-3
DOI :
10.1109/IVTTA.1994.341553
