International Business Machines Corporation

Zheng Ping Chu

Li Ping Wang

Yuan Jin

Xi Xi Liu

Fan Xiao Xin

A computer-implemented method, system and computer program product for providing high quality speech recognition. A first speech-to-text model is selected to perform speech recognition of a customer's spoken words and a second speech-to-text model is selected to perform speech recognition of the agent's spoken words during a call. The combined results of the speech-to-text models used to process the customer's and agent's spoken words are then analyzed to generate a reference speech-to-text result. The customer speech data that was processed by the first speech-to-text model is reprocessed by multiple other speech-to-text models. A similarity analysis is performed on the results of these speech-to-text models with respect to the reference speech-to-text result resulting in similarity scores being assigned to these speech-to-text models. The speech-to-text model with the highest similarity score is then selected as the new speech-to-text model for performing speech recognition of the customer's spoken words during the call.

Growing community of inventors

Shanghai, China

Zheng Ping Chu