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COLING '98 Proceedings of the 17th international conference on Computational linguistics - Volume 1
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ACL '94 Proceedings of the 32nd annual meeting on Association for Computational Linguistics
PartsID: a dialogue-based system for identifying parts for medical systems
ANLC '00 Proceedings of the sixth conference on Applied natural language processing
MIMIC: an adaptive mixed initiative spoken dialogue system for information queries
ANLC '00 Proceedings of the sixth conference on Applied natural language processing
NAACL 2000 Proceedings of the 1st North American chapter of the Association for Computational Linguistics conference
Evaluating discourse understanding in spoken dialogue systems
ACM Transactions on Speech and Language Processing (TSLP)
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ANLP/NAACL-ConvSyst '00 Proceedings of the 2000 ANLP/NAACL Workshop on Conversational systems - Volume 3
Variant transduction: a method for rapid development of interactive spoken interfaces
SIGDIAL '01 Proceedings of the Second SIGdial Workshop on Discourse and Dialogue - Volume 16
Dialogue management for an automated multilingual call center
HLT-NAACL-DIALOGUE '03 Proceedings of the HLT-NAACL 2003 workshop on Research directions in dialogue processing - Volume 7
Email classification for automated service handling
Proceedings of the 2006 ACM symposium on Applied computing
Knowledge and Information Systems
Indexing and searching handwritten medical forms
dg.o '06 Proceedings of the 2006 international conference on Digital government research
Data-driven strategies for an automated dialogue system
ACL '04 Proceedings of the 42nd Annual Meeting on Association for Computational Linguistics
A phonotactic language model for spoken language identification
ACL '05 Proceedings of the 43rd Annual Meeting on Association for Computational Linguistics
Automated quality monitoring for call centers using speech and NLP technologies
NAACL-Demonstrations '06 Proceedings of the 2006 Conference of the North American Chapter of the Association for Computational Linguistics on Human Language Technology: companion volume: demonstrations
Extending boosting for large scale spoken language understanding
Machine Learning
Automatic call section segmentation for contact-center calls
Proceedings of the sixteenth ACM conference on Conference on information and knowledge management
CallAssist: helping call center agents in preference elicitation
VLDB '07 Proceedings of the 33rd international conference on Very large data bases
Helping satisfy multiple objectives during a service desk conversation
Proceedings of the 2008 ACM SIGMOD international conference on Management of data
Extending boosting for large scale spoken language understanding
Machine Learning
A Generic Spoken Dialogue Manager Applied to an Interactive 2D Game
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
Special issue on interactive question answering: introduction
Natural Language Engineering
Technical support dialog systems: issues, problems, and solutions
NAACL-HLT-Dialog '07 Proceedings of the Workshop on Bridging the Gap: Academic and Industrial Research in Dialog Technologies
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
Multi-focal learning and its application to customer service support
Proceedings of the 15th ACM SIGKDD international conference on Knowledge discovery and data mining
Evaluation of a Voice-Based Internet Browser with Untrained and Trained Users
UAHCI '09 Proceedings of the 5th International Conference on Universal Access in Human-Computer Interaction. Part III: Applications and Services
Using dialogue representations for concept-to-speech generation
ConversationalSys '00 Proceedings of the ANLP-NAACL 2000 Workshop on Conversational Systems
Using semantic and syntactic graphs for call classification
FeatureEng '05 Proceedings of the ACL Workshop on Feature Engineering for Machine Learning in Natural Language Processing
Relative rank statistics for dialog analysis
EMNLP '08 Proceedings of the Conference on Empirical Methods in Natural Language Processing
Automatically training a problematic dialogue predictor for a spoken dialogue system
Journal of Artificial Intelligence Research
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SigDIAL '06 Proceedings of the 7th SIGdial Workshop on Discourse and Dialogue
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Computer Speech and Language
From frequency to meaning: vector space models of semantics
Journal of Artificial Intelligence Research
COLING '10 Proceedings of the 23rd International Conference on Computational Linguistics: Posters
Multifocal learning for customer problem analysis
ACM Transactions on Intelligent Systems and Technology (TIST)
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MLMI'05 Proceedings of the Second international conference on Machine Learning for Multimodal Interaction
A two-stage domain selection framework for extensible multi-domain spoken dialogue systems
SIGDIAL '11 Proceedings of the SIGDIAL 2011 Conference
Methodologies for automated telephone answering
ISMIS'05 Proceedings of the 15th international conference on Foundations of Intelligent Systems
Data driven approaches to speech and language processing
Nonlinear Speech Modeling and Applications
The Construction-Integration framework: a means to diminish bias in LSA-based call routing
International Journal of Speech Technology
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This paper describes a domain-independent, automatically trained natural language call router for directing incoming calls in a call center. Our call router directs customer calls based on their response to an open-ended How may I direct your call? prompt. Routing behavior is trained from a corpus of transcribed and hand-routed calls and then carried out using vector-based information retrieval techniques. Terms consist of n-gram sequences of morphologically reduced content words, while documents representing routing destinations consist of weighted term frequencies derived from calls to that destination in the training corpus. Based on the statistical discriminating power of the n-gram terms extracted from the caller's request, the caller is 1) routed to the appropriate destination, 2) transferred to a human operator, or 3) asked a disambiguation question. In the last case, the system dynamically generates queries tailored to the caller's request and the destinations with which it is consistent, based on our extension of the vector model. Evaluation of the call router performance over a financial services call center using both accurate transcriptions of calls and fairly noisy speech recognizer output demonstrated robustness in the face of speech recognition errors. More specifically, using accurate transcriptions of speech input, our system correctly routed 93.8% of the calls after redirecting 10.2% of all calls to a human operator. Using speech recognizer output with a 23% error rate reduced the number of correctly routed calls by 4%.