| 摘要 |
An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace wit h a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or custom er text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
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