Phonetics boosting and speech recognition

Phonetics boosting means enhanced speech recognition. To enhance speech recognition through Phonetics Boosting, you need to understand possible causes for poor recognition of existing terms and phrases, and add new terms and phrases to your vocabulary.

How does Phonetics Boosting improve speech recognition?

Phonetics Boosting improves the recognition of terms and phrases by:

• Expanding the language model vocabulary

  Adding terms and phrases that are unique to your line of business or to an ongoing campaign, boosts their recognition by the Speech Engine. Expanding the vocabulary also ensures that you continue to stay in sync with the changing demands of your business.

• Boosting recognition of existing terms and phrases

  The most common cause for poor recognition of a term or phrase is the fact that its probability band is too low. The lower the weight, the less likely it is to be recognized by the system. Changing the weight of an existing term or phrase increases its probability band, changing its impact on the Speech Analytics results.

• Suppressing a competing phrase

  An incorrect transcription of a term/phrase causes it compete with the “correct” transcription. With Phonetics Boosting, you can suppress the incorrect phrase by decreasing its band probability.

• Supplementing pronunciations

  If a term has several pronunciations, adding all the pronunciation variants boosts recognition.

Possible causes for poor recognition

• The term is missing from the vocabulary.

• The term is ranked too low in the probability band.

• A variant pronunciation of the term is missing.

• The term sounds like another term that may have a higher probability rank.

What type of phrases can you boost?

You can use Phonetics Boosting to improve the recognition of any term or phrase such as:

• Product names: MobilePhone A, Company B.

• Business-critical names: CEO name, company name, competitor names, department names.

• Abbreviations: IVR, ASAP

• Sentences and phrases used in scripts with or without wildcards:

  The * is the wildcard that substitutes for terms that can vary, such as names of employees, companies, or any term with synonyms.

  Examples:

  my name is * how can I help you

  what is your pin code

• Phrases specific to the vertical (line of business): hardware upgrade, over usage, high speed internet, high voltage.

• Incorrect transcriptions: hardware upgrade incorrectly transcribed as harder upgrade; WiFi incorrectly transcribed as wife.