Directory assistance system and method utilizing a speech recognition system and a live operator

Abstract

A method and apparatus utilizes a personal speech recognition system to enable directory assistance operators to retrieve customer requested information from a listing database based upon a voiced inquiry by the operator. Instead of requiring an operator to interpret a calling customer's request and communicate the same to a computer via a number of keyboard strokes, the live operator may submit the same or equivalent inquiry via a voice utterance that is recognized by the searching computer as a searchable inquiry by a speech recognition system, which is preferably trained to recognize the particular voice of the live operator. Only the voice of the live operator needs to be identified by the voice recognition unit, and the incorporation of the voice recognition technology into the system is thus transparent to the calling customer. Once the appropriate listing is found, the call is released to the customer in a conventional manner, automatically, or after a particular voice command is uttered by the live operator to the computer.

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