Journal
Scientific and technical journal of information technologies, mechanics and optics
UDK004.934
Issue:1 (77)
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IMPLEMENTATION ASPECTS OF SPEECH RECOGNITION APPLICATIONS IN CUSTOMER-SERVICE CALL CENTERS
Annotation
The article provides a summary of current issues in call centers of large companies. Advantages and disadvantages of speech recognition use in call center work are presented. FCR (First Call Resolution) metric and its importance are defined. The features of FCR calculation in the applications with automated speech recognition are discussed.
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