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AUTOMATED CALL CENTER THROUGH SPEECH UNDERSTANDING SYSTEM

Exploitable results

ACCESS has developed call centre technology capable of dealing with telephone communication by recognizing and understanding human speech. The capability to generate speech gives ACCESS the means to conduct telephone dialogues with callers and to elicit answers to questions in order to compile forms. ACCESS is able to understand spontaneous dialogue situations and the speech patterns of non-professional users. ACCESS is capable of handling an exceptional number of calls for inquiries, and in the initial demonstration, the system was initially applied to standard insurance contracting procedures. ACCESS is a particularly valuable technology for tele-business, an important form of marketing and the fastest growing business world-wide. The technology is also capable of recognizing text documents received by post or facsimile. Project URL: http://www.wcl.ee.upatras.gr/access/access.htmrosi