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Abstract: This paper describes a domain independent, automatically trained natural language call router for directing incoming calls in a call center. Our call router directs customer calls based on their response to an open-ended ``How may I direct your call?'' prompt. Routing behavior is trained from a corpus of transcribed and hand-routed calls and then carried out using vector-based information retrieval techniques. Terms consist of n-gram sequences of morphologically reduced content words, while... (Update)
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...(transcriptions of calls routed to that destination) and a new caller request is evaluated in terms of relevance to each destination. [6, 1, 2, 3] The training process involves constructing a routing matrix R. Each document (customer utterances within a caller session) is...
.... Automatic construction of the IE component for the movie showtime domain has been explored, using vector based classification [2] with some success. In general, this kind of approach is desirable, since it is easily reusable and potentially very robust and accurate,...
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BibTeX entry: (Update)
Chu-Carroll, J, and R. Carpenter (1999), Vector-Based Natural Language Call Routing. Journal of Computational Linguistics, 25(30), pp. 361-388, 1999. http://citeseer.ist.psu.edu/article/chu-carroll99vectorbased.html More
@article{ chucarroll99vectorbased,
author = "Jennifer Chu-Carroll and Bob Carpenter",
title = "Vector-based Natural Language Call Routing",
journal = "Computational Linguistics",
volume = "25",
number = "3",
pages = "361-388",
year = "1999",
url = "citeseer.ist.psu.edu/article/chu-carroll99vectorbased.html" }
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9 Assessing the reliability of subjective codings (context) - Jean - 1996
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