ISCA Archive ICSLP 1994
ISCA Archive ICSLP 1994

Spoken language acquisition for automated call routing

Allen L. Gorin, H. Hanek, R. C. Rose, L. Miller

We investigate the task of Automated Call Routing in a telephone network. The goal is that when a person desires some service, they should proceed by dialing a single universal number, which prompts them with Hello, how may I help you? The person then responds to this prompt via unconstrained fluent speech, on which basis the call is automatically routed to an appropriate destination. We report on an on-line experimental system which explores the feasibility of this concept, comprising an information-theoretic connectionist network embedded in a feedback control system. Experimental results are reported for a database of recorded customer/operator dialogs.


Cite as: Gorin, A.L., Hanek, H., Rose, R.C., Miller, L. (1994) Spoken language acquisition for automated call routing. Proc. 3rd International Conference on Spoken Language Processing (ICSLP 1994), 1483-1486

@inproceedings{gorin94b_icslp,
  author={Allen L. Gorin and H. Hanek and R. C. Rose and L. Miller},
  title={{Spoken language acquisition for automated call routing}},
  year=1994,
  booktitle={Proc. 3rd International Conference on Spoken Language Processing (ICSLP 1994)},
  pages={1483--1486}
}