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Quality of service call routing system using counselor and speech recognition engine and method thereof
Quality of service call routing system using counselor and speech recognition engine and method thereof
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机译:使用辅导员和语音识别引擎的服务质量呼叫路由系统及其方法
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摘要
A QoS call routing system using a counselor and a speech recognition engine comprises a speech recognition engine for recognizing speech and outputting characters and speech recognition results; a first counselor group terminal for reproducing the client's speech file to a counselor of a first counselor group so that the counselor may recognize the speech when the speech recognition result by the speech recognition engine is less than a reference value; a second counselor group terminal for allowing a counselor of a second counselor group to hear the client's speech so that the counselor may recognize the speech when the recognition by the counselor of the first counselor group has failed; and an IVR server for controlling the engine and terminals to provide information to the client.
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