On natural language call routing
| Autor: | Wolfgang Reichl, Wu Chou, Bob Carpenter, Chin-Hui Lee, Jennifer Chu-Carroll, Qiru Zhou, Antoine Saad |
|---|---|
| Rok vydání: | 2000 |
| Předmět: |
Call management
Linguistics and Language Static routing business.industry Computer science Communication Routing table Policy-based routing Geographic routing computer.software_genre Call control Language and Linguistics Computer Science Applications Routing domain Modeling and Simulation Computer Vision and Pattern Recognition Artificial intelligence business computer Software Natural language processing Computer network Triangular routing |
| Zdroj: | Speech Communication. 31:309-320 |
| ISSN: | 0167-6393 |
| DOI: | 10.1016/s0167-6393(99)00064-3 |
| Popis: | 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. In this paper we present a recent study on natural language call routing and discuss the capabilities and limitations of current technologies. |
| Databáze: | OpenAIRE |
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