Practical issues in the application of speech technology to network and customer service applications
Steve Whittaker, Frank Scahill, David Attwater, H. Geenhow · 2002
Speech technology is of increasing importance both in the provision of new network services and in the development of new automated business channels often to complement existing call-centre, online or e-commerce approaches. This paper discusses a number of practical issues in the development of complex services and describes a number of experimental, trial and deployed systems focussing on key issues: (i) large vocabulary database searching-UK name and address transcription; and (ii) the management of dialogue complexity in fluent spoken language systems-the Freedom system.