Recurrent Neural Learning for Helpdesk Call Routing

Authors:
Sheila Garfield;Stefan Wermter
Affiliations:
-;-
Venue:
ICANN '02 Proceedings of the International Conference on Artificial Neural Networks
Year:
2002

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Abstract

In the past, recurrent networks have been used mainly in neurocognitive or psycholinguistically oriented approaches of language processing. Here we examine recurrent neural networks for their potential in a difficult spoken language classification task. This paper describes an approach to learning classification of recorded operator assistance telephone utterances. We explore simple recurrent networks using a large, unique telecommunication corpus of spontaneous spoken language. Performance of the networkindicates that a semantic SRN networkis quite useful for learning classification of spontaneous spoken language in a robust manner, which may lead to their use in helpdeskcall routing.