First European Conference on Speech Communication and Technology

Paris, France
September 27-29, 1989

Automating Operator-Assisted Calls Using Speech Recognition

Thomas B. Schalk

Voice Control Systems

A speech processing system has been developed that is capable of automating a number of operator services over the telephone network. This system, called the VoiceGateway System (VG), is equipped with the following capabilities: speech recognition, speech output, speech storage, DTMF (touchtone) tone detection, remote database access, and telephone switching system communication. The specific application addressed in this paper is the automation of operator-assisted telephone calls. Operator-assisted calls are those that require telephone operator intervention to complete. These include collect calls, calls billed to a third number, creditcard calls from nontouchtone phones, and person-to-person calls. A detailed description of the way in which the VG interacts with humans to process these calls will be presented with an emphasis on the speech recognition requirements for this application.

Full Paper

Bibliographic reference.  Schalk, Thomas B. (1989): "Automating operator-assisted calls using speech recognition", In EUROSPEECH-1989, 1441-1444.