Development of an Artificial Intelligence/Machine Learning Application for Automatic Speech/VoiceAuthentication and Transcription System for improved Performance and Accuracy

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Avondx has recently developed a biometric voice authentication, voice filtering and transcription systemaddressing the growing need for biometric voice authentication and automatic voice/speech recognitionsystems to provide fast, accurate and secure call center services. It aims to help customer service centers toauthenticate their customer service agents and improve their performance. Their currently used automaticspeech/voice transcription system has been embedded with a Phrase Exchanger to deal with accuracylimitations in transcriber service. The accuracy of speech to text transcription is still one of their majorconcerns, like other speech recognition systems available in the market [6], and it necessitates the developmentand integration of a Natural Language Processing (NLP) based Artificial Intelligence/Machine Learning(AI/ML) solution to further improve semantic and phonetic accuracy along with sentence replacement ratherthan word replacement. To achieve this milestone, Avondx will collaborate with Wearable, Interactive andMobile Technology Access Centre in Health (WIMTACH), Centennial College, to develop an NLP applicationthat scaffold the Phrase Exchanger to recognize and learn from repeated phrases and sentences; and to enhancethe performance of Phonetic Engine, Filter Feature and Language Support Libraries. The proposed project willhelp Avondx to offer highly efficient transcription service to their clients and thereby increase their customerbase and revenue.