speech recognition, phone customer-service, call center, FCR.

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IMPLEMENTATION ASPECTS OF SPEECH RECOGNITION APPLICATIONS IN CUSTOMER-SERVICE CALL CENTERS

P. . Balakshin, G. . Petrov


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Abstract

The article provides a summary of current issues in call centers of large companies. Advantages and disadvantages of speech recognition use in call center work are presented. FCR (First Call Resolution) metric and its importance are defined. The features of FCR calculation in the applications with automated speech recognition are discussed.


Keywords: speech recognition, phone customer-service, call center, FCR.
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