This paper presents some statistics regarding cutomer usage of an application of speaker-independent, continuous-speech automatic speech recognition (ASR) technology in an automated telephone operator application. In this application, ASR technology was used as a default alternative for customers who did not demonstrate a willingness to use tone signalling (DTMF). Over the four-year period, the use of DTMF increased, but the success rate per DTMF-processed call fell from 82% to 66%. However, although the use of ASR decreased, the success rate per ASR-processed call rose from 16% to 21%.
Bibliographic reference. Ortel, William C. G. (1995): "Observed long-term changes in customer calling patterns in a telephone application using automatic speech recognition", In EUROSPEECH-1995, 269-272.