Modipa, TDe Wet, FebeDavel, M2010-01-082010-01-082009-11Modipa, P, De Wet, F and Davel, M. 2009. ASR performance analysis of an experimental call routing system. 20th Annual Symposium of the Pattern Recognition Association of South Africa (PRASA). Stellenbosch, South Africa, 30 November - 01 December 2009, pp 127-130http://hdl.handle.net/10204/386020th Annual Symposium of the Pattern Recognition Association of South Africa (PRASA). Stellenbosch, South Africa, 30 November - 01 December 2009Call routing is an important application of Automatic Speech Recognition (ASR) technology. In this paper the authors discuss the main issues affecting the performance of a call routing system and describe the ASR component of the "AutoSecretary" system: an experimental call routing system performing automated secretarial functions. Specific attention is paid to the ASR pronunciation dictionary, and the impact of different dictionary configurations on recognition accuracy is investigated. While ASR accuracy, when evaluated off-line, is found to be high, accuracies recorded during on-line usage is much lower. Reasons for the lower than expected call completion rates are investigated through a detailed analysis of session log files, and improvements to the current system are proposed.enCall routingAutomated speech recognitionProper name recognitionSpoken dialog systemsCall routing systemAutoSecretary systemPRASA 2009Conference PresentationModipa, T., De Wet, F., & Davel, M. (2009). ASR performance analysis of an experimental call routing system. PRASA 2009. http://hdl.handle.net/10204/3860Modipa, T, Febe De Wet, and M Davel. "ASR performance analysis of an experimental call routing system." (2009): http://hdl.handle.net/10204/3860Modipa T, De Wet F, Davel M, ASR performance analysis of an experimental call routing system; PRASA 2009; 2009. http://hdl.handle.net/10204/3860 .TY - Conference Presentation AU - Modipa, T AU - De Wet, Febe AU - Davel, M AB - Call routing is an important application of Automatic Speech Recognition (ASR) technology. In this paper the authors discuss the main issues affecting the performance of a call routing system and describe the ASR component of the "AutoSecretary" system: an experimental call routing system performing automated secretarial functions. Specific attention is paid to the ASR pronunciation dictionary, and the impact of different dictionary configurations on recognition accuracy is investigated. While ASR accuracy, when evaluated off-line, is found to be high, accuracies recorded during on-line usage is much lower. Reasons for the lower than expected call completion rates are investigated through a detailed analysis of session log files, and improvements to the current system are proposed. DA - 2009-11 DB - ResearchSpace DP - CSIR KW - Call routing KW - Automated speech recognition KW - Proper name recognition KW - Spoken dialog systems KW - Call routing system KW - AutoSecretary system KW - PRASA 2009 LK - https://researchspace.csir.co.za PY - 2009 T1 - ASR performance analysis of an experimental call routing system TI - ASR performance analysis of an experimental call routing system UR - http://hdl.handle.net/10204/3860 ER -