Fourth European Conference on Speech Communication and Technology

Madrid, Spain
September 18-21, 1995

Observed Long-Term Changes in Customer Calling Patterns in a Telephone Application Using Automatic Speech Recognition

William C. G. Ortel

NYNEX Science and Technology, Inc., White Plains, NY, USA

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%.

Full Paper

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.