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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Lee, C.-H. Carpenter, R. Chou, W. Chu-Carroll, J. Reichl, W. Saad, A. Zhou, Q. |
| Copyright Year | 1998 |
| Description | Author affiliation: Dialogue Syst. Res. Dept., AT&T Bell Labs., Murray Hill, NJ, USA (Lee, C.-H.) |
| 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. |
| Starting Page | 37 |
| Ending Page | 42 |
| File Size | 780674 |
| Page Count | 6 |
| File Format | |
| ISBN | 0780350286 |
| DOI | 10.1109/IVTTA.1998.727690 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 1998-09-29 |
| Publisher Place | Italy |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Natural languages Routing Humans Telephony Speech recognition Speech synthesis Switches Automatic speech recognition Data mining Banking |
| Content Type | Text |
| Resource Type | Article |
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