Yun-Cheng Ju, Ye-Yi Wang, and Alex Acero
This paper reports our recent development of a highly reliable call analysis technique that makes novel use of automatic speech recognition (ASR), speech utterance classification and non-speech features. The main ideas include the use the N-Gram filler model to improve the ASR accuracy on important words in a message, and the integration of recognized utterance with non-speech features such as utterance length, and the use of utterance classification technique to interpret the message and extract additional information. Experimental evaluation shows that the use of the utterance length, recognized text, and the classifierâ€™s confidence measure reduces the classification error rate to 2.5% of the test sets.
In the International Conference on Spoken Language Processing
Publisher International Speech Communication Association
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