相关论文: AI-Based IVR

Interactive Voice Response (IVR) systems have undergone significant transformation in recent years, moving from traditional code-based development to more user-friendly approaches leveraging widgets and, most recently, harnessing the power…

The rapid digitalization of communication systems has elevated Interactive Voice Response (IVR) technologies to become critical interfaces for customer engagement. With Artificial Intelligence (AI) now driving these platforms, ensuring…

Computer-assisted language learning -- CALL -- is an established research field. We review how artificial intelligence can be applied to support language learning and teaching. The need for intelligent agents that assist language learners…

Over the last two decades, technology use in language learning and teaching has significantly advanced and is now referred to as Computer-Assisted Language Learning (CALL). Recently, the integration of Artificial Intelligence (AI) into CALL…

Transformer-based Large Language Models (LLMs) have paved the way for "AI interviewers" that can administer voice-based surveys with respondents in real-time. This position paper reviews emerging evidence to understand when such AI…

In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts using…

Voice conversion (VC) could be used to improve speech recognition systems in low-resource languages by using it to augment limited training data. However, VC has not been widely used for this purpose because of practical issues such as…

In general, self help systems are being increasingly deployed by service based industries because they are capable of delivering better customer service and increasingly the switch is to voice based self help systems because they provide a…

The utilization of conversational AI systems by leveraging Retrieval Augmented Generation (RAG) techniques to solve customer problems has been on the rise with the rapid progress of Large Language Models (LLMs). However, the absence of a…

Many existing works on voice conversion (VC) tasks use automatic speech recognition (ASR) models for ensuring linguistic consistency between source and converted samples. However, for the low-data resource domains, training a high-quality…

Autonomous Vehicles (AVs) are poised to revolutionize emergency services by enabling faster, safer, and more efficient responses. This transformation is driven by advances in Artificial Intelligence (AI), particularly Reinforcement Learning…

Recent advancements in large language models have demonstrated that extended inference through techniques can markedly improve performance, yet these gains come with increased computational costs and the propagation of inherent biases found…

Emergency communication systems face disruptions due to packet loss, bandwidth constraints, poor signal quality, delays, and jitter in VoIP systems, leading to degraded real-time service quality. Victims in distress often struggle to convey…

Speech recognition has of late become a practical technology for real world applications. Aiming at speech-driven text retrieval, which facilitates retrieving information with spoken queries, we propose a method to integrate speech…

With the rise of voice-enabled artificial intelligence (AI) systems, quantitative survey researchers have access to a new data-collection mode: AI telephone surveying. By using AI to conduct phone interviews, researchers can scale…

The advent of Large Language Models (LLMs) heralds a pivotal shift in online user interactions with information. Traditional Information Retrieval (IR) systems primarily relied on query-document matching, whereas LLMs excel in comprehending…

Avaya Conversational Intelligence(ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and…

The integration of various AI tools creates a complex socio-technical environment where employee-customer interactions form the core of work practices. This study investigates how customer service representatives (CSRs) at the power grid…

Current Conversational AI systems employ different machine learning pipelines, as well as external knowledge sources and business logic to predict the next action. Maintaining various components in dialogue managers' pipeline adds…

This paper explores the integration of Large Language Models (LLMs) into Automatic Speech Recognition (ASR) systems to improve transcription accuracy. The increasing sophistication of LLMs, with their in-context learning capabilities and…