Voice Recognition System Operator Handover
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Solution Overview
Problem
Existing telephone response systems fail to quickly switch to operator responses when voice recognition accuracy falls below a threshold, leading to inadequate customer interactions.
Innovation Solution
A voice recognition system that includes a call connection control device and a computer, which evaluates the reliability of responses based on determined user intentions and switches the call destination to an operator terminal when reliability is below a threshold, allowing for quick operator intervention and displaying relevant history information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If voice recognition accuracy threshold is used to determine operator switching, then automatic response can be maintained for clear inputs, but quick switching to operator cannot be achieved when recognition accuracy is insufficient
Solution Approach 1:
The system performs preliminary evaluation of response reliability before finalizing the automatic response. By assessing reliability metrics in advance, the system can proactively determine when operator intervention is needed, enabling quicker switching without waiting for complete processing of low-confidence recognitions.
Solution Approach 2:
The system implements feedback mechanisms where recognition results are continuously evaluated against reliability thresholds. When reliability falls below the threshold, the system feeds this information back to trigger operator switching, creating a dynamic response that adapts to recognition confidence levels in real-time.
2Extent of automation
If automatic response generation is performed for all inputs, then system automation is maintained, but inappropriate responses may be provided when recognition accuracy is low
Solution Approach 1:
The system dynamically adjusts the level of automation based on recognition reliability. When reliability is high, automatic response generation proceeds normally. When reliability drops below thresholds, the system dynamically shifts to operator-handled responses, creating a flexible automation level that maintains appropriateness while preserving automation benefits.
Solution Approach 2:
The system changes the parameter of automation level based on recognition reliability metrics. By adjusting this parameter dynamically, the system can maintain high automation for reliable recognitions while reducing automation (increasing operator involvement) for unreliable recognitions, thus ensuring response appropriateness across different conditions.
3Stability of the object's composition
If operator switching is delayed for low accuracy recognitions, then automatic response system remains stable, but customer service quality deteriorates
Solution Approach 1:
The system performs preliminary reliability assessment before committing to automatic responses. By evaluating recognition reliability in advance and preparing for potential operator switching, the system maintains stability in its decision-making process while ensuring that unstable (low-reliability) cases are quickly routed to operators for quality service.
Data Source
AI summary
A voice recognition system includes a call connection control device that controls the call destination of a user, and a computer. The computer is configured to perform voice recognition of speech voice data of the user, determine an intention of a speech of the user based on a voice recognition result of the speech voice data, evaluate the reliability of a response generated by the computer for the user based on the determined intention of the speech of the user, and cause the call connection control device to switch the call destination of the user to an operator terminal in a case where the reliability of the response is equal to or less than a threshold value.