Title :
How may I help you?
Author :
Gorin, A.L. ; Parker, B.A. ; Sachs, R.M. ; Wilpon, J.G.
Author_Institution :
AT&T Bell Labs., Murray Hill, NJ, USA
fDate :
30 Sep-1 Oct 1996
Abstract :
We are interested in providing automated services via natural spoken dialog systems. There are many issues that arise when such systems are targeted for large populations of non-expert users. In this paper, we describe an experimental vehicle to explore these issues, that of automatically routing calls based on a user´s fluently spoken response to open-ended prompts such as `How may I help you?´ A spoken dialog system for call-routing has been constructed, with subsequent processing for information retrieval and form-filling. To enable experimental evaluations, a database has been generated of 10000 fluently spoken transactions between customers and human agents. We report on preliminary experimental results for that database
Keywords :
interactive systems; natural language interfaces; speech recognition; telecommunication network routing; telephony; automated services; calls routing; form-filling; information retrieval; natural spoken dialog systems; Humans; Information retrieval; Laboratories; Navigation; Routing; Speech; Telephony; Transaction databases; Vehicles; Vocabulary;
Conference_Titel :
Interactive Voice Technology for Telecommunications Applications, 1996. Proceedings., Third IEEE Workshop on
Conference_Location :
Basking Ridge, NJ
Print_ISBN :
0-7803-3238-5
DOI :
10.1109/IVTTA.1996.552741
