Increasing performances and personalization in the interaction with a call center system

Authors:
Federica Cena;Ilaria Torre
Affiliations:
M3Lab, CSP, Torino;University of Torino, Torino
Venue:
Proceedings of the 9th international conference on Intelligent user interfaces
Year:
2004

Citing 2
Cited 3

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Robust Design and Control of Call Centers with Flexible Interactive Voice Response Systems

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Abstract

This paper describes the innovative combination of speech recognition and personalized response generation with the adaptive routing of calls to the operator which best fits the caller's features. The project aims at supporting the user incrementally, starting from a personalized automatic support and moving to a proficient human one, when it is needed. In particular the paper shows the adaptive workflow of the answering process and focuses on the principles for providing the personalized speech response.