David Ollason, Yun-Cheng Ju, Siddharth Bhatia, Dan Herron, and Jackie Liu
In this paper we describe our solutions to the problems faced in building the fully featured auto-attendant application that currently provides telephone access to approximately 50,000 Microsoft employees. The paper focuses on issues that the application developer can address directly. Some of the problems tackled in building the grammar include the handling of homonyms, several people with the same name, and data requiring name normalization. Our voice UI helped with this high perplexity task by providing multiple ways to specify the required employee, including spelling their email address or selecting them from a list of employees. Over 70% of the calls analyzed were successfully completed. The system was built using the Microsoft Speech Application SDK and runs on the Microsoft Speech Server 2004.
Publisher International Speech Communication Association
© 2007 ISCA. Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the ISCA and/or the author.