Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

Intelligence plus telephone - auto attendant and others

23.10.2007
The system being developed by the Moscow researchers – specialists of the Trapeznikov Institute of Management Problems (Russian Academy of Sciences) – will provide the necessary information on the round-the-clock basis, without days off or holidays.

This is intelligent telephone technology based on speech recognition and synthesis. Simply speaking, this is an automatic telephone, which you can talk to and which can find out answers to your questions and is able not only to listen but also to hear. It is unable to be rude on the phone, to fling the receiver or to neglect its duties in general.

“The core of our technology is the speech recognition system, says Nina Petukhova, senior staff scientist, one of the development authors. In principle, this is a commercially available product already, which we did not create but only used. Our part is the software and appropriate hardware, which would enable to carry on a dialogue between a person and a machine, the dialogue being in the defined area. Certainly, we should provide the machine with a database containing responses to the asked questions or we should teach the machine to obtain the data in the interactive mode. This was not easy, but we have done that for a number of directions, and we still continue working on some projects.”

How does such a conversation take place? On the whole, it is like a conversation with a human operator, but with a very patient one. For instance, we need to book a ticket. The automatic machine will ask the caller about the date and time the ticket is needed for, it will ascertain the preferred options, it will offer the available options, if the machine fails to understand – it will repeat the question or phrase the question in other words, it will offer to choose one of available variants and so on. At that, this is not an answering machine, which is operated according to the telephone tone mode searching principle when all responses are recorded in advance. In this case, the automatic machine does recognize speech by revealing key words that contain the information necessary for an adequate answer. Once the machine received the required response (for example, the customer informed about the departure date) – it would pass to the next question – for instance, it would ask about the flight and then find out if the customer wants an aisle or a window seat.

Of course, the question arises – what about the unique individuality of a customer, or more precisely – of his/her voice? One person would speak in a deep voice, another – would squeal, but the third customer would groan like elderly people do. Will such diversity impact the speech recognition capability? It has turned out that it won’t. The system does not depend on individual speech peculiarities and it disregards them except for two special cases.

If the speech is totally indistinct, with serious logopaedic problems, the automatic operator may fail in this case and it would offer the customer to contact a human operator. But in the other case, the individuality will on the contrary be strictly accounted for and validated. For example, if the account status is to be cleared up by phone, the individual approach will be needed – first the machine will be taught by giving a reference pattern of your voice to it, and then, after the identification procedure is fulfilled, the machine will talk and answer the questions.

Of course, the authors understand that alternative variants to such “information self-service” are available now – via the Internet and simple “human” enquiry service – which operates and is sometimes very successful. However, the Internet access is not always/everywhere available, and human telephone operators get tired, fall ill and, besides, few enquiry services operate by night and on days off. In this case, speech servers will help, which are being developed by the Institute of Management Problems, Russian Academy of Sciences. Or more precisely, automated queuing systems, which do not force out the existing systems but extend them and consequently – our opportunities as well.

Nadezda Markina | alfa
Further information:
http://www.informnauka.ru

More articles from Communications Media:

nachricht Tile Based DASH Streaming for Virtual Reality with HEVC from Fraunhofer HHI
03.01.2017 | Fraunhofer-Institut für Nachrichtentechnik Heinrich-Hertz-Institut

nachricht Product placement: Only brands placed very prominently benefit from 3D technology
07.07.2016 | Alpen-Adria-Universität Klagenfurt

All articles from Communications Media >>>

The most recent press releases about innovation >>>

Die letzten 5 Focus-News des innovations-reports im Überblick:

Im Focus: Traffic jam in empty space

New success for Konstanz physicists in studying the quantum vacuum

An important step towards a completely new experimental access to quantum physics has been made at University of Konstanz. The team of scientists headed by...

Im Focus: How gut bacteria can make us ill

HZI researchers decipher infection mechanisms of Yersinia and immune responses of the host

Yersiniae cause severe intestinal infections. Studies using Yersinia pseudotuberculosis as a model organism aim to elucidate the infection mechanisms of these...

Im Focus: Interfacial Superconductivity: Magnetic and superconducting order revealed simultaneously

Researchers from the University of Hamburg in Germany, in collaboration with colleagues from the University of Aarhus in Denmark, have synthesized a new superconducting material by growing a few layers of an antiferromagnetic transition-metal chalcogenide on a bismuth-based topological insulator, both being non-superconducting materials.

While superconductivity and magnetism are generally believed to be mutually exclusive, surprisingly, in this new material, superconducting correlations...

Im Focus: Studying fundamental particles in materials

Laser-driving of semimetals allows creating novel quasiparticle states within condensed matter systems and switching between different states on ultrafast time scales

Studying properties of fundamental particles in condensed matter systems is a promising approach to quantum field theory. Quasiparticles offer the opportunity...

Im Focus: Designing Architecture with Solar Building Envelopes

Among the general public, solar thermal energy is currently associated with dark blue, rectangular collectors on building roofs. Technologies are needed for aesthetically high quality architecture which offer the architect more room for manoeuvre when it comes to low- and plus-energy buildings. With the “ArKol” project, researchers at Fraunhofer ISE together with partners are currently developing two façade collectors for solar thermal energy generation, which permit a high degree of design flexibility: a strip collector for opaque façade sections and a solar thermal blind for transparent sections. The current state of the two developments will be presented at the BAU 2017 trade fair.

As part of the “ArKol – development of architecturally highly integrated façade collectors with heat pipes” project, Fraunhofer ISE together with its partners...

All Focus news of the innovation-report >>>

Anzeige

Anzeige

Event News

Sustainable Water use in Agriculture in Eastern Europe and Central Asia

19.01.2017 | Event News

12V, 48V, high-voltage – trends in E/E automotive architecture

10.01.2017 | Event News

2nd Conference on Non-Textual Information on 10 and 11 May 2017 in Hannover

09.01.2017 | Event News

 
Latest News

Helmholtz International Fellow Award for Sarah Amalia Teichmann

20.01.2017 | Awards Funding

An innovative high-performance material: biofibers made from green lacewing silk

20.01.2017 | Materials Sciences

Ion treatments for cardiac arrhythmia — Non-invasive alternative to catheter-based surgery

20.01.2017 | Life Sciences

VideoLinks
B2B-VideoLinks
More VideoLinks >>>