12th Annual Conference of the International Speech Communication Association

Florence, Italy
August 27-31. 2011

Confidence Measures for Turkish Call Center Conversations

Ali Haznedaroglu, Levent M. Arslan

Boğaziçi Üniversitesi, Turkey

Automatic speech recognition accuracies of call canter conversations are still below intended levels due to harsh conditions such as channel distortions, external noises, co-articulated speech, etc. Agglutinative and free word order nature of Turkish degrades the recognition performances further; therefore the usage of confidence measures (CMs) is inevitable to retrieve correct information from the calls. In this paper, two conversational CMs, namely speech overlap ratio and opposite party energy level, are proposed, and tested together with single-channel confidence measures on Turkish stereo call center recordings. Experimental results show that conversational CMs improve the rating accuracies of the utterances with respect to their recognition rates.

Full Paper

Bibliographic reference.  Haznedaroglu, Ali / Arslan, Levent M. (2011): "Confidence measures for turkish call center conversations", In INTERSPEECH-2011, 1957-1960.