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.
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
@inproceedings{clemens09_interspeech,
author={Caroline Clemens and Stefan Feldes and Karlheinz Schuhmacher and Joachim Stegmann},
title={{Automatic topic detection of recorded voice messages}},
year=2009,
booktitle={Proc. Interspeech 2009},
pages={872--875},
doi={10.21437/Interspeech.2009-264}
}