RESA - An Automated Speech Based Hotel Room Booking Call Centre Agent
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TL;DR
The implementation of RESA for hotel booking via telephone using a software solution based on human language technology (HLT), especially speech technology is described and the advantages of using such a technology for the guest and the hotel are discussed.
Abstract
In this project an automated call centre agent (RESA) for hotel booking via telephone was developed. RESA supports standard bookings of hotel rooms using a software solution based on human language technology (HLT), especially speech technology. This article concerns itself with the implementation of RESA, describes some evaluation results and discusses the advantages of using such a technology for the guest and the hotel.