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.
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.