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

Pavel V. Balakshin, Grigory Petrov

2012 , VOLUME 12, NUMBER 1 ( JANUARY-FEBRUARY )

ISSN 2226-1494 (print), ISSN 2500-0373 (online)

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Nikiforov
Vladimir O.
D.Sc., Prof.

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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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