Speech Communication - Special issue on interactive voice technology for telecommunication applications (IVITA '96)
Wizard of Oz studies—why and how
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Pragmatic considerations in man-machine discourse
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HLT '93 Proceedings of the workshop on Human Language Technology
Multi-slot semantics for natural-language call routing systems
NAACL-HLT-Dialog '07 Proceedings of the Workshop on Bridging the Gap: Academic and Industrial Research in Dialog Technologies
Towards human-like spoken dialogue systems
Speech Communication
Potential Benefits of Human-Like Dialogue Behaviour in the Call Routing Domain
PIT '08 Proceedings of the 4th IEEE tutorial and research workshop on Perception and Interactive Technologies for Speech-Based Systems: Perception in Multimodal Dialogue Systems
Multi-slot semantics for natural-language call routing systems
NAACL-HLT-Dialog '07 Proceedings of the Workshop on Bridging the Gap: Academic and Industrial Research in Dialog Technologies
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This paper describes our experiences of collecting a corpus of 42,000 dialogues for a call-routing application using a Wizard-of-Oz approach. Contrary to common practice in the industry, we did not use the kind of automated application that elicits some speech from the customers and then sends all of them to the same destination, such as the existing touch-tone menu, without paying attention to what they have said. Contrary to the traditional Wizard-of-Oz paradigm, our data-collection application was fully integrated within an existing service, replacing the existing touch-tone navigation system with a simulated call-routing system. Thus, the subjects were real customers calling about real tasks, and the wizards were service agents from our customer care. We provide a detailed exposition of the data collection as such and the application used, and compare our approach to methods previously used.