The Open UniversitySkip to content
 

Task-independent call-routing

Huang, Qiang and Cox, Stephen (2006). Task-independent call-routing. Speech Communication, Vol. 48(No. 3-4) pp. 374–389.

DOI (Digital Object Identifier) Link: http://dx.doi.org/10.1016/j.specom.2005.06.001
Google Scholar: Look up in Google Scholar

Abstract

Call-routing is the technology of automatically classifying the type of a telephone call from a customer to a business or an institution in order to transmit the call onward to the correct “destination”. Making transcriptions of calls to provide training data for automatic routing in a particular application requires considerable human effort, and it would be highly advantageous for the system to be able to learn how to route calls from training utterances that were not transcribed. This paper introduces several techniques that can be used to build call routers from an untranscribed training set, and also without any prior knowledge of the application vocabulary or grammar. The techniques concentrate on identifying sequences of decoded phones that are salient for routing, and introduces two methods for doing this using language models that are specifically tailored for the routing task. Despite the fact that the phone recognition error-rate on the calls is over 70%, the best system described here achieves a routing error of 13.5% on an 18 route task.

Item Type: Journal Article
ISSN: 0167-6393
Keywords: Call routing; Interactive voice systems; Voice response systems; Speech dialogue systems; Speech recognition
Academic Unit/Department: Knowledge Media Institute
Item ID: 8975
Depositing User: Aneta Tumilowicz
Date Deposited: 03 Sep 2007
Last Modified: 02 Dec 2010 20:03
URI: http://oro.open.ac.uk/id/eprint/8975
Share this page:

Altmetrics

Scopus Citations

Actions (login may be required)

View Item
Report issue / request change

Policies | Disclaimer

© The Open University   + 44 (0)870 333 4340   general-enquiries@open.ac.uk