The human interaction component of incorporating speech recognition technology into the telephone network

The authors discuss technical and human performance issues associated with using speech recognition technology in the telephone network, as well as methods for minimizing the associated problems. In particular, motivations and methodologies for using the technology as part of the process of automating the verification of collect and third number billed calls are discussed. The criteria for a speech recognition system for this and other telephone network applications and the shortcomings of the current technology, as well as how to optimize the technology given the current constraints, are explained. Issues for the vendor community to be aware of regarding the use of the technology in the telephone network are identified in order to encourage a concerted effort that would result in the optimization of speech recognition technology as it applies to alternate billing services and other types of automation