Reducing bias and inefficiency in the selection algorithm
Proceedings of the Second International Conference on Genetic Algorithms on Genetic algorithms and their application
The entity-relationship model—toward a unified view of data
ACM Transactions on Database Systems (TODS) - Special issue: papers from the international conference on very large data bases: September 22–24, 1975, Framingham, MA
Machine Learning
Modern Information Retrieval
eResponder: Electronic Question Responder
CooplS '02 Proceedings of the 7th International Conference on Cooperative Information Systems
A Spoken Language System for Automated Call Routing
ICASSP '97 Proceedings of the 1997 IEEE International Conference on Acoustics, Speech, and Signal Processing (ICASSP '97)-Volume 2 - Volume 2
Vector-based natural language call routing
Computational Linguistics
Mining reference tables for automatic text segmentation
Proceedings of the tenth ACM SIGKDD international conference on Knowledge discovery and data mining
Proceedings of the tenth ACM SIGKDD international conference on Knowledge discovery and data mining
Natural Language Engineering
Robust Identification of Fuzzy Duplicates
ICDE '05 Proceedings of the 21st International Conference on Data Engineering
Semantic integration in text: from ambiguous names to identifiable entities
AI Magazine - Special issue on semantic integration
Integrating Unstructured Data into Relational Databases
ICDE '06 Proceedings of the 22nd International Conference on Data Engineering
Ordering the attributes of query results
Proceedings of the 2006 ACM SIGMOD international conference on Management of data
Efficiently linking text documents with relevant structured information
VLDB '06 Proceedings of the 32nd international conference on Very large data bases
CallAssist: helping call center agents in preference elicitation
VLDB '07 Proceedings of the 33rd international conference on Very large data bases
Discovering customer intent in real-time for streamlining service desk conversations
Proceedings of the 20th ACM international conference on Information and knowledge management
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Agents manning a service desk have the unenviable task of satisfying multiple conflicting objectives. Specifically, businesses require the agents to meet pre-specified customer satisfaction levels while keeping the cost of operations low or meeting sales targets, objectives that end up being complementary. Additional complexity is introduced by the fact that the objectives are often inter-dependent and have to be met in real-time. Moreover, business might change the objectives from time to time e.g. from reducing cost of operation to increasing sales of slow moving product. In this paper, we describe CallAssist - a speech enabled real-time dialog management system that dynamically helps agents in building a conversation that meets the various business objectives while satisfying customer requirements. An added benefit of our solution is the ability to adapt to changing business needs without incurring agent re-training costs. We provide evaluation results displaying the efficiency and effectiveness of our system.