A study on natural language call routing

Author

Lee, C.H. ; Carpenter, R. ; Chou, W. ; Chu-Carroll, J. ; Reichl, W. ; Saad, A. ; Zhou, Q.

Author_Institution

Dialogue Syst. Res. Dept., AT&T Bell Labs., Murray Hill, NJ, USA

fYear

1998

fDate

29-30 Sep 1998

Firstpage

37

Lastpage

42

Abstract

Automated call routing is the process of associating a user´s request with the desired destination. Although some of the call routing functions can often be accomplished though the use of a touch-tone menu in an interactive voice response system, the interaction between the user and such a system is typically very limited. It is therefore desirable to have a call routing system that takes natural language spoken inputs from the user and asks for additional information to complete the user´s request as a human agent would. We present a recent study on natural language call routing and discuss the capabilities and limitations of current technologies

Keywords

automatic telephone systems; interactive systems; natural languages; speech recognition; telecommunication network routing; voice equipment; automated call routing; automatic speech recognition; call routing functions; interactive voice response system; natural language call routing; natural language spoken inputs; touch-tone menu; user request; Automatic speech recognition; Banking; Data mining; Humans; Natural languages; Routing; Speech recognition; Speech synthesis; Switches; Telephony;

fLanguage

English

Publisher

ieee

Conference_Titel

Interactive Voice Technology for Telecommunications Applications, 1998. IVTTA '98. Proceedings. 1998 IEEE 4th Workshop

Conference_Location

Torino

Print_ISBN

0-7803-5028-6

Type

conf

DOI

10.1109/IVTTA.1998.727690

Filename

727690