VOICE RECOGNITION SYSTEM, CALL CENTER SYSTEM, VOICE RECOGNITION METHOD AND RECORD MEDIUM

摘要

PROBLEM TO BE SOLVED: To relieve the load of the operator by enhancing the recognition accuracy. SOLUTION: A main control section 15 receives a voice of the user and supplies it to the operator via a speaker of an operator operation section 12 and instructs voice recognition to a voice recognition section 13. The voice recognition section 13 recognizes the user voice and gives the result of recognition and its recognition rate to the main control section 15. The main control section 15 displays the recognition result on a display device of the operator operation section 12. The operator recites the voice of the user while referring to the displayed recognition result. The main control section 15 instructs the recognition of the voice recited by the operator to the voice recognition section 13. The voice recognition section 13 recognizes the voice of the operator and gives the result of recognition and its recognition rate to the main control section 15. The main control section 13 selects either of the results of recognition received from the voice recognition section 13 which has a higher recognition rate as a final recognition result.