Title :
A study on natural language call routing
Author :
Lee, C.H. ; Carpenter, R. ; Chou, W. ; Chu-Carroll, J. ; Reichl, W. ; Saad, A. ; Zhou, Q.
Author_Institution :
Dialogue Syst. Res. Dept., AT&T Bell Labs., Murray Hill, NJ, USA
Abstract :
Automated call routing is the process of associating a user´s request with the desired destination. Although some of the call routing functions can often be accomplished though the use of a touch-tone menu in an interactive voice response system, the interaction between the user and such a system is typically very limited. It is therefore desirable to have a call routing system that takes natural language spoken inputs from the user and asks for additional information to complete the user´s request as a human agent would. We present a recent study on natural language call routing and discuss the capabilities and limitations of current technologies
Keywords :
automatic telephone systems; interactive systems; natural languages; speech recognition; telecommunication network routing; voice equipment; automated call routing; automatic speech recognition; call routing functions; interactive voice response system; natural language call routing; natural language spoken inputs; touch-tone menu; user request; Automatic speech recognition; Banking; Data mining; Humans; Natural languages; Routing; Speech recognition; Speech synthesis; Switches; Telephony;
Conference_Titel :
Interactive Voice Technology for Telecommunications Applications, 1998. IVTTA '98. Proceedings. 1998 IEEE 4th Workshop
Conference_Location :
Torino
Print_ISBN :
0-7803-5028-6
DOI :
10.1109/IVTTA.1998.727690
