Information on the train schedule and existence of tickets of the Russian Railway is reported by the robot

In the fall of 2012 the TsRT company (The center of speech technologies) improved Telecom Express in contact center, one of projects of which is JSC "Russian Railways", the system of voice self-service. Now thanks to a sensing technology of a continuous speech it is possible to recognize the train schedule and existence of places by phone, having answered only one question of the robot.

Earlier a system distinguished separate words in answers to specific questions, such as "Call the city of departure of the train", "Call the city of arrival", "Designate date of departure of the train". Now the robot asks only one question: "Information on what train interests you". The answer can be given in any form, anyway the robot "will hear" and distinguishes necessary to it for processing of a request of a condition – the city of departure, the city of appointment and date. Then a system by means of technology of speech synthesis will provide information on existence of trains and places for the specified date.

A new system will allow to save significantly time called and also to optimize work of the call center operator. In two months of testing of the updated IVR (a comment - interactive voice recognition) in Telecom-Express company five hundred thousand clients used the automatic certificate of trains already that allowed to save to contact center more than one million minutes of operator time.

"Together with our strategic partners from the Center of speech technologies we implement the most advanced innovative technologies, - the CEO Telecom Express Sinyagin Sergey says. - Their existence promotes preserving of leader positions of the company in the market. We began to work as some of the first with similar voice services and to offer clients the convenient and effective systems of voice self-service. Our successful experience showed that today IVR systems can be same convenient, as well as communication with the call center operator".

Hit ditch Mikhail, the CEO of CST, says that "technologies of synthesis and speech recognition which allow to conduct dialogue of the robot with the person reached very high level recently. When called contact center communicates with a system, it even can distinguish this dialog from a conversation with the operator not at once. Therefore he is always warned about what with it is told by a system".

Conjoint speech recognition allowed to make communication with the robot even more natural, to avoid the multilevel IVR menus.

Service of the automatic certificate of existence of trains and places is available by phone number 8 800 7750000.