Improving customer service through speech technology

BT Technology Journal

Volumn 14, Issue 2, 1996, Pages 75-83

  Whittaker, S J ^a,b   Forcella, A ^b,c   Sidhu, C K ^d,e   Hall, M C ^b,f  

^a DURHAM UNIVERSITY   (United Kingdom)

^b MARTLESHAM HEATH   (United Kingdom)

^c LONDON SOUTH BANK UNIVERSITY   (United Kingdom)

^d UNIVERSITY OF HERTFORDSHIRE   (United Kingdom)

^e BT's CallMinder Service

^f UNIVERSITY OF LIVERPOOL   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

AUTOMATIC CUSTOMER INTERFACE; INTERACTIVE VOICE RESPONSE; SPEECH TECHNOLOGY;

CELLULAR TELEPHONE SYSTEMS; DATABASE SYSTEMS; INTERACTIVE COMPUTER SYSTEMS; SPEECH PROCESSING; TELECOMMUNICATION SERVICES;

INTERFACES (COMPUTER);

EID: 0030123504     PISSN: 13583948     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (8)

1. Southcott C B and Whittaker S J: 'Advanced network based speech applications', AVIOS 1994.
2. Bonner M: 'Call centres - doing better business by telephone', British Telecommunications Eng J, 13, Pt 2 (July 1994).
3. Hughes P M et al: 'The Interactive speech applications platform', BT Technol J, 14, No 2, pp 24-34 (April 1996).
4. Whittaker S J and Attwater D J: 'Interactive speech systems for telecommunications applications', BT Technol J, 14, No 2, pp 11 - 23 (April 1996).
5. Catchpole A et al: 'Introduction to computer telephony integration', British Telecommunications Eng J, 14_ (July 1995).
6. Chester A et al: 'Service creation tools for speech interactive services', BT Technol J, 14 No 2, pp 43-51 (April 1996).
7. Sidhn C K and Coyle G: 'Usability engineering of speech-based services', British Telecommunications Eng J, 14, Pt 4 (January 1996).
8. Attwater D J and Whittaker S J: 'Issues in large-vocabulary speech systems', BT Technol J, 14, No 1, pp 177-178 (January 1996).