Document (#23558)

Author

Erbach, G.

Title

Sprachdialogsysteme für Telefondienste : Stand der Technik und zukünftige Entwicklungen

Source

Sprachtechnologie für eine dynamische Wirtschaft im Medienzeitalter - Language technologies for dynamic business in the age of the media - L'ingénierie linguistique au service de la dynamisation économique à l'ère du multimédia: Tagungsakten der XXVI. Jahrestagung der Internationalen Vereinigung Sprache und Wirtschaft e.V., 23.-25.11.2000, Fachhochschule Köln. Hrsg.: K.-D. Schmitz

Imprint

Wien : Termnet

Year

2000

Pages

S.105-122

Abstract

Trotz des ungebrernsten Wachstums des Internet wird das Telefon auch weiterhin eines der wichtigsten Medien für die Kommunikation zwischen Unternehmen und ihren Kunden bleiben. Die Bedeutung der gesprochenen Sprache wird durch die rasante Verbreitung von Mobiltelefonen noch verstärkt. Fast alle großen Unternehmen betreiben oder beauftragen Call Centers, um ihren Kunden telefonisch zu Diensten zu stehen. Oft sind Call Centers mit sogenannten IVR-Systemen (Interactive Voice Response) ausgestattet, die dem Benutzer eine eingeschränkte Menüauswahl über die Telefontasten oder eine rudimentäre Spracheingabe bieten. Diese Art der Eingabe wird aber bei mehr als fünf Wahlmöglichkeiten als lästig empfunden. Hier bietet sich ein großes Potenzial für automatische Spracherkennung und Sprachdialogsysteme. In diesem Artikel werden die technischen Grundlagen sowie die derzeitigen Möglichkeiten und Grenzen der automatischen Spracherkennungstechnologie dargestellt. Wir berichten über Erfahrungen mit einem System für telefonische Posttarifauskünfte, das am Forschungszentrum Telekommunikation Wien (FTW) in Zusammenarbeit mit Philips Speech Processing und der Österreichischen Post AG realisiert und erprobt wurde. Der Stand der Technik in Sprachausgabe und Sprechererkennung wird kurz dargestellt. Zum Abschluss wird ein Ausblick auf die Rolle von Sprachdialogen in zukünftigen mobilen Multirnedia-Anwendungen gegeben

Theme

Computerlinguistik

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