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Suhm, Bernhard; Peterson, Pat

doi:10.1023/a:1013674413897

Cited by 23 publications

(4 citation statements)

References 15 publications

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“…In essence, SAS agent facilitates for developing a primitive level of a global oriented domain specific, speaker and language independent applications, for any speech users interface business process systems. The SAS agent will enhance the accessibility of the users those who know natural language by 85% in number and will reduce the cost of transactions processing [5] in business applications, projected for about 50%.…”

Section: Resultsmentioning

confidence: 99%

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A Software Agent for Speech Abiding Systems

Manoharan¹

2009

J. of Computer Science

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Problem statement:In order to bring speech into the mainstream of business process an efficient digital signal processor is necessary. The Fast Fourier Transform (FFT) and the butter fly structure symmetry will enable the harwaring easier. With the DSP and software proposed, togetherly established by means of a system, named here as "Speech Abiding System (SAS)", a software agent, which involves the digital representation of speech signals and the use of digital processors to analyze, synthesize, or modify such signals. The proposed SAS addresses the issues in two parts. Part I: Capturing the Speaker and the Language independent error free Speech Content for speech applications processing and Part II: To accomplish the speech content as an input to the Speech User Applications/Interface (SUI). Approach: Discrete Fourier Transform (DFT) of the speech signal is the essential ingredient to evolve this SAS and Discrete-Time Fourier Transform (DTFT) links the discrete-time domain to the continuous-frequency domain. The direct computation of DFT is prohibitively expensive in terms of the required computer operations. Fortunately, a number of "fast" transforms have been developed that are mathematically equivalent to the DFT, but which require significantly a fewer computer operations for their implementation. Results: From Part-I, the SAS able to capture an error free Speech content to facilitate the speech as a good input in the main stream of business processing. Part-II provides an environment to implement the speech user applications at a primitive level. Conclusion/Recommendations: The SAS agent along with the required hardware architecture, a Finite State Automata (FSA) machine can be created to develop global oriented domain specific speech user applications easily. It will have a major impact on interoperability and disintermediation in the Information Technology Cycle (ITC) for computer program generating.

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Section: Resultsmentioning

confidence: 99%

“…It is realized that an effective languages and tools are required for speech processing [5] . Based on the study these software are proposed: MS Speech Server, SALT/C#, .NET Framework, SDK, under Windows environment.…”

Section: Part IImentioning

confidence: 99%

A Software Agent for Speech Abiding Systems

Manoharan¹

2009

J. of Computer Science

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“…Well‐implemented IVR systems have the potential to automate a significant portion of services and lead to improved customer service experiences (Tezcan & Behzad, 2012). Thus, ample prior work has examined the design of IVR‐equipped service systems (Khudyakov et al., 2010; Suhm & Peterson, 2002). Meanwhile, related studies from the user's perspective reveal that customers often feel frustrated when they interact with an IVR system because they perceive the services provided by IVR systems to be less customized and report that such systems occasionally do not understand their needs (Dean, 2008).…”

Section: Related Literaturementioning

confidence: 99%

Voice‐based AI in call center customer service: A natural field experiment

Wang

Huang

Hong

et al. 2023

Production and Operations Management

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Voice-based artificial intelligence (AI) systems have been recently deployed to replace traditional interactive voice response (IVR) systems in call center customer service. However, there is little evidence that sheds light on how the implementation of AI systems impacts customer behavior, as well as AI systems' effects on call center customer service performance. By leveraging the proprietary data obtained from a natural field experiment in a large telecommunication company, we examine how the introduction of a voice-based AI system affects call length, customers' demand for human service, and customer complaints in call center customer service. We find that the implementation of the AI system temporarily increases the duration of machine service and customers' demand for human service; however, it persistently reduces customer complaints. Furthermore, our results reveal interesting heterogeneity in the effectiveness of the voice-based AI system. For relatively simple service requests, the AI system reduces customer complaints for both experienced and inexperienced customers. However, for complex requests, customers appear to learn from the prior experience of interacting with the AI system, which leads to fewer complaints. Moreover, the AI-based system has a significantly larger effect on reducing customer complaints for older and female customers as well as for customers who have had extensive experience using the IVR system. Finally, we find that speech-recognition failures in customer-AI interactions lead to increases in customers' demand for human service and customer complaints. The results from this study provide implications for the implementation of an AI system in call center operations.

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“…A software study was conducted [4] . It is realized that an effective languages and tools are required for speech processing [5] . Based on the study these software are proposed: MS Speech Server, SALT/C#, .NET Framework, SDK, under Windows environment.…”

Section: Part Ii: Providing An Environment For Developing and Deployimentioning

confidence: 99%

A Software Agent for Speech Abiding Systems

Manoharan¹,

Vivekanandan²,

Sundaram³

2009

Journal of Computer Science

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Problem statement: In order to bring speech into the mainstream of business process an efficient digital signal processor is necessary. The Fast Fourier Transform (FFT) and the butter fly structure symmetry will enable the harwaring easier. With the DSP and software proposed, togetherly established by means of a system, named here as Speech Abiding System (SAS), a software agent, which involves the digital representation of speech signals and the use of digital processors to analyze, synthesize, or modify such signals. The proposed SAS addresses the issues in two parts. Part I: Capturing the Speaker and the Language independent error free Speech Content for speech applications processing and Part II: To accomplish the speech content as an input to the Speech User Applications/Interface (SUI). Approach: Discrete Fourier Transform (DFT) of the speech signal is the essential ingredient to evolve this SAS and Discrete-Time Fourier Transform (DTFT) links the discrete-time domain to the continuous-frequency domain. The direct computation of DFT is prohibitively expensive in terms of the required computer operations. Fortunately, a number of fast transforms have been developed that are mathematically equivalent to the DFT, but which require significantly a fewer computer operations for their implementation. Results: From Part-I, the SAS able to capture an error free Speech content to facilitate the speech as a good input in the main stream of business processing. Part-II provides an environment to implement the speech user applications at a primitive level. Conclusion/Recommendations: The SAS agent along with the required hardware architecture, a Finite State Automata (FSA) machine can be created to develop global oriented domain specific speech user applications easily. It will have a major impact on interoperability and disintermediation in the Information Technology Cycle (ITC) for computer program generating

show abstract

Untitled

Cited by 23 publications

References 15 publications

A Software Agent for Speech Abiding Systems

A Software Agent for Speech Abiding Systems

Voice‐based AI in call center customer service: A natural field experiment

A Software Agent for Speech Abiding Systems

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