Related papers: AI-Based IVR

Large Language Models (LLMs) have significantly advanced the field of Artificial Intelligence. However, their deployment is resource-intensive, not only due to the large number of model parameters but also because the (Key-Value) KV cache…

Question Answering System (QAS) is used for information retrieval and natural language processing (NLP) to reduce human effort. There are numerous QAS based on the user documents present today, but they all are limited to providing…

Voice user interfaces (VUIs) are rapidly transitioning from accessibility features to mainstream interaction modalities. Yet most operating systems' built-in voice commands remain underutilized despite possessing robust technical…

This paper surveys the development of large language model (LLM)-based agents for question answering (QA). Traditional agents face significant limitations, including substantial data requirements and difficulty in generalizing to new…

Recent advancements in machine learning and natural language processing have led to the rapid development of artificial intelligence (AI) as a valuable tool in the healthcare industry. Using large language models (LLMs) as conversational…

In customer contact centers, human agents often struggle with long average handling times (AHT) due to the need to manually interpret queries and retrieve relevant knowledge base (KB) articles. While retrieval augmented generation (RAG)…

With the rapid development of large language models (LLMs), which possess powerful natural language processing and generation capabilities, LLMs are poised to provide more natural and personalized user experiences. Their deployment on…

Banks receive millions of reports of fraud, scams, and disputed transactions every year, making it challenging to accurately direct customers to the appropriate specialist teams for assistance. The existing manual process driven by humans…

Many users communicate with chatbots and AI assistants in order to help them with various tasks. A key component of the assistant is the ability to understand and answer a user's natural language questions for question-answering (QA).…

Evaluating English ASR systems for conversational AI applications remains difficult, as many publicly available corpora are either pre-segmented into short segments, consist of read or prepared speech, or lack explicit dialect annotations…

With the recent advances in technology, automatic speech recognition (ASR) has been widely used in real-world applications. The efficiency of converting large amounts of speech into text accurately with limited resources has become more…

Objective: Information retrieval (IR, also known as search) systems are ubiquitous in modern times. How does the emergence of generative artificial intelligence (AI), based on large language models (LLMs), fit into the IR process? Process:…

The intense computational demands of AI, especially large foundation models, are driving a global boom in data centers. These facilities bring both tangible benefits and potential environmental burdens to local communities. However, the…

Agent assistance during human-human customer support spoken interactions requires triggering workflows based on the caller's intent (reason for call). Timeliness of prediction is essential for a good user experience. The goal is for a…

Information systems (IS) are widely used in organisations to improve business performance. The steady progression in improving technologies like artificial intelligence (AI) and the need of securing future success of organisations lead to…

Edge-based automatic speech recognition (ASR) technologies are increasingly prevalent in the development of intelligent and personalized assistants. However, resource-constrained ASR models face significant challenges in adaptivity,…

With the recent advancements in Artificial Intelligence (AI), Intelligent Virtual Assistants (IVA) such as Alexa, Google Home, etc., have become a ubiquitous part of many homes. Currently, such IVAs are mostly audio-based, but going…

Multimodal artificial intelligence (AI) integrates diverse types of data via machine learning to improve understanding, prediction, and decision-making across disciplines such as healthcare, science, and engineering. However, most…

Automatic speech recognition (ASR) needs to be robust to speaker differences. Voice Conversion (VC) modifies speaker characteristics of input speech. This is an attractive feature for ASR data augmentation. In this paper, we demonstrate…

Large Language Models (LLMs) are computational models capable of performing complex natural language processing tasks. Leveraging these capabilities, LLMs hold the potential to transform the entire hardware design stack, with predictions…