NDLI: Call routing by name recognition: field trial results for the Operetta/sup TM/ system

Content Provider	IEEE Xplore Digital Library
Author	Fraser, N.M. Salmon, B. Thomas, T.
Copyright Year	1996
Description	Author affiliation: Vocalis Ltd., Cambridge, UK (Fraser, N.M.)
Abstract	The mechanical and repetitive part of a telephone receptionist's job is an obvious target for automation. Indeed, this is precisely the problem which is addressed by existing auto-attendant systems. However, these approach automation by forcing callers to modify their behaviour to suit the limitations of the technology. We describe a speech recognition-based system called Operetta/sup TM/ which achieves high levels of automation in routing incoming calls, without compromising the simplicity and user friendliness of call handling. Operetta breaks new ground by offering the capability to process up to eight simultaneous calls using low cost technology, and by providing system administration tools which allow the system to be set up and maintained without any specialist knowledge of speech technology. Evidence collected in the field demonstrates that the majority of callers behave in a fashion which can be managed by Operetta.
Starting Page	101
Ending Page	104
File Size	538407
Page Count	4
File Format	PDF
ISBN	0780332385
DOI	10.1109/IVTTA.1996.552771
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	1996-09-30
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Routing Telephony Automation Milling machines Automatic speech recognition Human computer interaction Costs Speech processing Companies Usability
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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