7th International Conference on Spoken Language Processing

September 16-20, 2002
Denver, Colorado, USA

AT&T Help Desk

Giuseppe Di Fabbrizio, Dawn Dutton, Narendra K. Gupta, Barbara Hollister, Mazin Rahim, Giuseppe Riccardi, Robert Schapire, Juergen Schroeter

AT&T Labs - Research, USA

This paper introduces a new breed of natural language dialog applications which we refer to as the Help Desk. These voice-enabled applications are an evolution from Help Desk services that are currently available on the web or being supported by human agents. The goals of a voice-enabled Help Desk are to route calls to appropriate agents or departments, provide a wealth of information about various products and services, and conduct problem solving or troubleshooting. In this paper we address the challenges in building this class of applications particularly when speech data is limited or unavailable. We will present the TTS Help Desk as an example of a service that has been deployed for automating the customer care component of the AT&T Labs Natural Voices Business


Full Paper

Bibliographic reference.  Fabbrizio, Giuseppe Di / Dutton, Dawn / Gupta, Narendra K. / Hollister, Barbara / Rahim, Mazin / Riccardi, Giuseppe / Schapire, Robert / Schroeter, Juergen (2002): "AT&t help desk", In ICSLP-2002, 2681-2684.