The Application Of Speech Recognition In Call Center

With the widely used of call center in all walks of our life, the application which is based on the call center have been widely developed, from the traditional response call center to the video call center and so on, call center system is not only more and more powerful in function, but also in all walks of life are also played a considerable role.The speech recognition technology is the key technology of man-machine interface in information technology, now has become one of the most important technology in the field of information technology, and a competitive new technology industry, and in-depth into all walks of life. With the continuous development of the automated call center, artificial voice judgment does not adapt to the development trend of the times, and has considerable human cost and so on, so the application of speech recognition in call center system becomes very significance, and the prospects seems very broad.The goal of this thesis and research is to explore how to be a good speech recognition technology in the call center system. First, we analyzed and simply introduced to the background of exploration, including the background of call center and speech recognition development and so on. Then, according to the survey, select the Sphinx speech recognition system of Carnegie Mellon University, and introduce the key technologies which are used, and then we installed then in our call center system successfully, according to our need, we also installed some training tools, and built our own corpus, and trained the acoustic model and language model, finally we finished the function tests, performance tests and stress tests, then analysed its performance and so on to complete the final project. In the summary part, we give a brief summary of this thesis and our research contents, we analyze the present testing and application, give the personal vision of the application of speech recognition in call center system, and aiming at the existence of difficulties before, summarize the main direction of the next step.The last is the reference, and acknowledgments.