ISCA Archive Interspeech 2009
ISCA Archive Interspeech 2009

Automatic topic detection of recorded voice messages

Caroline Clemens, Stefan Feldes, Karlheinz Schuhmacher, Joachim Stegmann

We present an approach to automatic classification of spontaneously spoken voice messages. During overload periods at call-centers customers are offered a call-back at a later time. A speech dialog asks them to describe their concern on a voice box. The identified topics correspond to the supported service categories, which in turn determine the agent group the customer message is routed to. Our multistage classification process includes speech-to-text, stemming, keyword spotting, and categorization. Classifier training and evaluation have been performed with real-life data. Results show promising performance. The pilot will be launched in a field test.

doi: 10.21437/Interspeech.2009-264

Cite as: Clemens, C., Feldes, S., Schuhmacher, K., Stegmann, J. (2009) Automatic topic detection of recorded voice messages. Proc. Interspeech 2009, 872-875, doi: 10.21437/Interspeech.2009-264

  author={Caroline Clemens and Stefan Feldes and Karlheinz Schuhmacher and Joachim Stegmann},
  title={{Automatic topic detection of recorded voice messages}},
  booktitle={Proc. Interspeech 2009},