Interactive Voice Response Using Automatic Speech Recognition Techniques for Call Centers

Proceedings of 3rd International Conference on Internet of Things and Connected Technologies (ICIoTCT), 2018 held at Malaviya National Institute of Technology, Jaipur (India) on March 26-27, 2018

6 Pages Posted: 9 May 2018

Date Written: April 27, 2018

Abstract

Speech recognition and artificial intelligence powers the automatic speech recognition systems, these system can be applied in the call center environments. This paper explains the use of emotion recognition techniques to identify if the customer are satisfied the ASR system’s performance. This paper presents approaches and techniques for how automatic speech recognition can improve the user experience and save capital in operations of call center.

Suggested Citation

Sehgal, Rohit Raj and Raj, Gaurav, Interactive Voice Response Using Automatic Speech Recognition Techniques for Call Centers (April 27, 2018). Proceedings of 3rd International Conference on Internet of Things and Connected Technologies (ICIoTCT), 2018 held at Malaviya National Institute of Technology, Jaipur (India) on March 26-27, 2018. Available at SSRN: https://ssrn.com/abstract=3170200 or http://dx.doi.org/10.2139/ssrn.3170200

Rohit Raj Sehgal (Contact Author)

Amity University ( email )

Professor and Area Chairperson
Program Amity International Business School
Noida, UT
India

Gaurav Raj

Amity University ( email )

Professor and Area Chairperson
Program Amity International Business School
Noida, UT
India

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