Foundations of statistical natural language processing
Foundations of statistical natural language processing
Introduction to Modern Information Retrieval
Introduction to Modern Information Retrieval
Vector-based natural language call routing
Computational Linguistics
Contextual spelling correction using latent semantic analysis
ANLC '97 Proceedings of the fifth conference on Applied natural language processing
FLSA: extending latent semantic analysis with features for dialogue act classification
ACL '04 Proceedings of the 42nd Annual Meeting on Association for Computational Linguistics
An investigation of linguistic information for speech recognition error detection
An investigation of linguistic information for speech recognition error detection
Visualizing polysemy using LSA and the predication algorithm
Journal of the American Society for Information Science and Technology
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Semantic technology is commonly used for two purposes in the field of IVR (Interactive Voice Response). The first is to correct the output of voice recognition devices based on coherence with a context. The second is to perform what is referred to as "call routing", requiring technology that categorizes utterances and returns a list of the most credible routes. Our paper focuses on the latter, aiming to use the Latent Semantic Analysis (LSA henceforth) computational model (Deerwester et al. in J. Am. Soc. Inf. Sci. 41:391---407, 1990) together with the Construction-Integration model (C-I henceforth), a psycholinguistically motivated algorithm (Kintsch in Int. J. Psychol. 33(6):411---420, 1998), to interpret, manage and successfully route user requests in an efficient and reliable manner. By efficient we mean that training is unnecessary when the destination model is altered, and exhaustive labeling of all utterances is not required, concentrating instead only on some sample destinations. By reliable we mean that the construction-integration algorithm attenuates the risks from intra-destination variability and word saliency. Technical and theoretical aspects are discussed. In addition, some destination assignment methods are tested and debated.