Voice Recognition Approach for Technical Support at Volvo

Abstract: This exploratory case study presents the results of using a mobile-based Automated Speech Recognition solution in noisy environment to improve the usability of an IT system. Interviews, observations and qualitative analysis were made to identify the constraints/problems. A mobilebased Automated Speech Recognition prototype was developed and its evaluation was performed through end user in noisy condition. The study results showed such an approach does not help in improving the usability of the IT system due to Automatic Speech Recognition’s speech to text in accuracy and the user’s reluctance to speak without system response.