How may I help you?

Author

Gorin, A.L. ; Parker, B.A. ; Sachs, R.M. ; Wilpon, J.G.

Author_Institution

AT&T Bell Labs., Murray Hill, NJ, USA

fYear

1996

fDate

30 Sep-1 Oct 1996

Firstpage

57

Lastpage

60

Abstract

We are interested in providing automated services via natural spoken dialog systems. There are many issues that arise when such systems are targeted for large populations of non-expert users. In this paper, we describe an experimental vehicle to explore these issues, that of automatically routing calls based on a user´s fluently spoken response to open-ended prompts such as `How may I help you?´ A spoken dialog system for call-routing has been constructed, with subsequent processing for information retrieval and form-filling. To enable experimental evaluations, a database has been generated of 10000 fluently spoken transactions between customers and human agents. We report on preliminary experimental results for that database

Keywords

interactive systems; natural language interfaces; speech recognition; telecommunication network routing; telephony; automated services; calls routing; form-filling; information retrieval; natural spoken dialog systems; Humans; Information retrieval; Laboratories; Navigation; Routing; Speech; Telephony; Transaction databases; Vehicles; Vocabulary;

fLanguage

English

Publisher

ieee

Conference_Titel

Interactive Voice Technology for Telecommunications Applications, 1996. Proceedings., Third IEEE Workshop on

Conference_Location

Basking Ridge, NJ

Print_ISBN

0-7803-3238-5

Type

conf

DOI

10.1109/IVTTA.1996.552741

Filename

552741