5th International Conference on Spoken Language Processing

Sydney, Australia
November 30 - December 4, 1998

An Integrated Dialogue System for the Automation of Call Centre Services

Kallirroi Georgila (1), Anastasios Tsopanoglou (2), Nikos Fakotakis (1), George Kokkinakis (1)

(1) Wire Communications Laboratory, Greece
(2) Knowledge S. A., Greece

A human-machine dialogue system for the automation of call centre services is presented, which features two novel functions: a. It integrates spoken and written language processing through cooperation of a spoken dialogue component and an OCR which extracts handwritten information from application forms. b. It reads the forms and calls the applicants (instead of being called by them) in order to collect the missing information through a continuous speech, full sentence, machine-driven dialogue which allows the user to formulate his answers at will. The system has been developed for a Greek car insurance company in the framework of the EU-project: LE-1 1802, ACCeSS, but can be easily adapted to a different call centre application. The system is currently tested at the company's premises.

Full Paper

Bibliographic reference.  Georgila, Kallirroi / Tsopanoglou, Anastasios / Fakotakis, Nikos / Kokkinakis, George (1998): "An integrated dialogue system for the automation of call centre services", In ICSLP-1998, paper 0236.