Art and Business of Speech Recognition: Creating the Noble Voice, The

United Airlines: Providing Extra Help For Those Who Need It

Now, let's look at what happens when someone calling United Airlines doesn't know the flight number.

SYSTEM:	Welcome to United Airlines' flight information system. I'll be able to help you get information on all United, United Express, and United Shuttle flights. Enter or say the flight number or say “I don't know it” if you're unsure.
CALLER:	Uh, I don't know it?
SYSTEM:	OK, we'll find it a different way. Oh, here's a hint: If you ever know the answer to a question I'm asking, you can always interrupt me, and if you get stuck, say “Help.” Here goes: Would you like arrival or departure information?
CALLER:	Departure.
SYSTEM:	OK, and from which city is the flight departing?
CALLER:	Boston.
SYSTEM: ...