Automated call routing in a telecommunications network

Author

Gorin, A.L. ; Hanek, H. ; Rose, R. ; Miller, L.

Author_Institution

AT&T Bell Labs., Murray Hill, NJ, USA

fYear

1994

fDate

26-27 Sep 1994

Firstpage

137

Lastpage

140

Abstract

Considers the task of automated call routing in a telecommunications network. When a customer desires some service, they should proceed by dialing a single universal number, which prompts them with “Hello, how may I help you.?” The person then responds to this prompt via unconstrained fluent speech, on which basis the call is automatically routed to an appropriate destination. We report on an on-line experimental system which explores the feasibility of this concept, comprising an information-theoretic connectionist network. Embedded in a feedback control system. Experimental results are reported for a database of recorded customer/operator dialogs

Keywords

natural languages; neural nets; speech recognition; telecommunication computing; telecommunication control; telecommunication network routing; telephone networks; telephony; automated call routing; database; feedback control system; information-theoretic connectionist network; online experimental system; recorded customer/operator dialogs; telecommunications network; unconstrained fluent speech; Algorithms; Feedback control; Intelligent networks; Keyboards; Learning; Natural languages; Navigation; Routing; Speech; Telephony;

fLanguage

English

Publisher

ieee

Conference_Titel

Interactive Voice Technology for Telecommunications Applications, 1994., Second IEEE Workshop on

Conference_Location

Kyoto

Print_ISBN

0-7803-2074-3

Type

conf

DOI

10.1109/IVTTA.1994.341526

Filename

341526