Automating services with speech recognition over the public switched telephone network: human factors considerations

The human factors aspects of designing and introducing automated services using automatic speech recognition (ASR) over the public switched telephone networks are examined. Current applications, the problems encountered, and the lessons learned are reviewed. In addition, the authors are currently en...

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Bibliographic Details
Published in:IEEE journal on selected areas in communications 1991-05, Vol.9 (4), p.574-585
Main Authors: Karis, D., Dobroth, K.M.
Format: Article
Language:English
Subjects:
Applied sciences
Automatic speech recognition
Automation
Convergence
Costs
Exact sciences and technology
Face
Human factors
Services and terminals of telecommunications
Speech processing
Speech recognition
Systems, networks and services of telecommunications
Telecommunications
Telecommunications and information theory
Telephone. Videophone
Telephony
Vocabulary
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Summary:The human factors aspects of designing and introducing automated services using automatic speech recognition (ASR) over the public switched telephone networks are examined. Current applications, the problems encountered, and the lessons learned are reviewed. In addition, the authors are currently engaged in a project to introduce automation using ASR, and they discuss the five-stage approach that they are using, which is based on published accounts of previous field trials as well as current techniques for user-interface design. They also describe more advanced capabilities that will be required for both near- and far-future applications, identifying areas where research is needed and discussing the difficult problems that must be overcome. In particular, data on the vocabulary requirements of human conversations are presented.< >
ISSN:0733-8716
1558-0008
DOI:10.1109/49.81951