ESCA Workshop on Spoken Dialogue Systems Vigsø, Denmark May 30 - June 2, 1995

Advanced Speech Applications - The Integration of Speech Technology into Complex Services

Steve Whittaker, David Attwater

Network Applications Centre, BT Laboratories, Ipswich, Suffolk, UK

Developments in advanced speech technology such as large vocabulary speech recognition and high quality Text-To-Speech now enable a new generation of services operating over the telephone network. These range from what have been regarded as Telco applications such as call handling and the automation of operator services, to customer handling and information retrieval applications which can offer commercial opportunities for major companies.

Typically, such applications require the integration of speech technology with existing databases, IT processes and call-centre capabilities. In addition, they can vary in scale from small bespoke systems to large applications which can significantly alter the way in which the customers interact with providers of information, goods and services.

The size, complexity and wide user base of many of these applications provide a challenge to the use of speech technology, both in the integration of pattern matching and information retrieval, and in the design of effective and acceptable user interfaces.

This paper discusses some of the key technical aspects and challenges of this technology and the approaches which may be used to enable this new generation of applications. It describes recent developments in the integration of advanced speech technology into applications such as directory searching and callcentre automation. Two systems and the results of field trials are described.

Full Paper

Bibliographic reference.  Whittaker, Steve / Attwater, David (1995): "Advanced speech applications - the integration of speech technology into complex services", In SDS-1995, 113-116.