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ESCA Workshop on Interactive Dialogue in Multi-Modal Systems (IDS-99)June 22-25, 1999 |
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ESCA Workshop on Interactive Dialogue in Multi-Modal Systems (IDS-99)June 22-25, 1999 |
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We present a new integrated approach for natural language call routing based on stochastic language models. The system learns automatically from examples to direct a call to the appropriate destination within a call center. It employs stochastic language models for each call destination. The language models are generated by a language model adaptation algorithmbased on the minimum discrimination information. The call routing approach is consistent with the stochastic pattern recognition paradigm and can be easily integrated in a automatic speech recognition (ASR) system. It results in over 92% correctly routed calls in a natural language call center application.
Bibliographic reference. Reichl, Wolfgang / Ortmanns, Stefan (1999): "Integrated natural language call routing", In IDS-99, 101-104.