The growing number of supplementary services in the telephone network has resulted in a proliferation of access codes. At present users operate supplementary services supplied on digital exchanges by entering the access code for the service desired from a touch-tone telephone set. In general, users often have difficulty memorising these codes.
This paper summarises the results and experiences obtained from the "Custom Calling Service Demonstrator" project at the R&D Department of Tele Danmark Jydsk Telefon. The goal of the project was to examine the use of speech recognition and speech response as a possible user interface in selected supplementary services. A demonstrator was developed to meet this goal. The objectives of the demonstrator were to create a simple dialogue using well-known speech recognition technology. The examination was carried out by 105 regular users of existing touch-tone operated supplementary services.
In this paper system considerations are discussed. The recognition results and user acceptance of this relatively new concept using speech recognition are presented. The evaluation is based on analyses of dialogue recordings and questionnaires filled out by the users.
The conclusion of the project is that the users preferred the speech recognition operated service to the current touch-tone operated service. Even though the demonstrator used an isolated word recogniser it was possible to create a very robust and user-friendly system.
Cite as: Nielsen, J.S. (1995) Using automatic speech recognition in supplementary services experiences and results from an extensive test. Proc. ESCA Workshop on Spoken Dialogue Systems, 125-128
@inproceedings{nielsen95_sds,
author={Jørn Stern Nielsen},
title={{Using automatic speech recognition in supplementary services experiences and results from an extensive test}},
year=1995,
booktitle={Proc. ESCA Workshop on Spoken Dialogue Systems},
pages={125--128}
}