Introduction to statistical pattern recognition (2nd ed.)
Introduction to statistical pattern recognition (2nd ed.)
On natural language call routing
Speech Communication - Special issue on interactive voice technology for telecommunication applications
A comparative study of speech in the call center: natural language call routing vs. touch-tone menus
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Spoken Language Processing: A Guide to Theory, Algorithm, and System Development
Spoken Language Processing: A Guide to Theory, Algorithm, and System Development
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Asterisk: The Future of Telephony
Asterisk: The Future of Telephony
Discrete-time speech signal processing: principles and practice
Discrete-time speech signal processing: principles and practice
A comparative study of speech and dialed input voice interfaces in rural India
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Speech vs. touch-tone: telephony interfaces for information access by low literate users
ICTD'09 Proceedings of the 3rd international conference on Information and communication technologies and development
An open-source speech recognizer for Brazilian Portuguese with a windows programming interface
PROPOR'10 Proceedings of the 9th international conference on Computational Processing of the Portuguese Language
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Call centers are being increasingly incorporated into companies and institutions. There are usually two different types of call centers: customer services with human attendants and numeric keypad-driven automatic service. Human attendants have high costs. The use of numeric keypads are not intuitive and increases system's rejection rate. In order to contribute to the reduction of these limitations, this paper proposes an automated answering system with speech recognition for Brazilian Portuguese. As a case study, the system handles phone calls of the Computer Science Department secretary at a federal university. Current version is able to provide automatic call transfer to department's lectures, voice messages recording and automatic e-mailing. Recognition evaluation has been done by means of four different metrics. The metric WIP pointed a speech recognition rate of ~91% for limited vocabulary.