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As someone who's been doing AI call centres for a while, I'm not surprised. It's really, really hard to build voice AI that works. There are no open source solu
by exizt88 2mo ago
As someone who's been doing AI call centres for a while, I'm not surprised. It's really, really hard to build voice AI that works. There are no open source solutions that work out of the box.
But the biggest problem is ASR. WER is still atrocious even with SOTA models. When you add drug names and regional accents, it's a recipe for disaster.
- fn-mote 2mo agoASR = Automatic Speech Recognition WER = Word Error Rate Too many acronyms; not everybody is in your field.
- 8n4vidtmkvmk 2mo agoJust curious, why are drug names such a disaster? Do LLMs not understand pronunciation keys?
- thunderfork 2mo agoPeople pronounce drug names all sorts of ways, and there's a lot of them (with a steady trickle of new ones)
- munk-a 2mo agoDrug names are frequently BS loaded with strange consonants without singular pronunciation guidelines (sadly English isn't German) so humans already have a lot of variation in how things are pronounced - models then need to comprehend those variations, regional dialects (like those fuggin' ahs from Boston). It ends up being quite a lot of variation. As some examples: Wegovy, Ixempra, Qvar, Keflex
- recursive 2mo agoWow, those names are actually real. They sound like fly-by-night compliance "brand" names on amazon sellers. How did those get approved by a multi-billion dollar marketing team?
- SoftTalker 2mo agoThey need a name they can trademark, and common words can't be trademarked. It's sort of a .com domain name problem, all the good names are already taken so you just go for something you hope is pronouncable.
- Scoundreller 2mo ago> They need a name they can trademark, and common words can't be trademarked Iunno, pretty sure a car manufacturer will sue me for trademark infringement if I try to manufacture a Beetle under my brand name. The bigger answer is regulations in some places against the drug name inferring what it treats. If you want to do global marketing; you gotta go for lowest common denominator: something meaningless in every language/slang.
- Polizeiposaune 2mo agoTrademarks. And the patients generally don't have a pronunciation key. Doctors prescribing might not, either.
- Scoundreller 2mo agoEven in the industry… the names are sometimes pronounced in much different ways.
- purplemoonx 2mo ago[flagged]