There has been an increasing research interest in natural language call routing (NLCR) applications. One of the challenges often encountered in NLCR applications is the difficulty of performing language-dependent tasks such as morphological analysis of words and stop-word filtering. In this paper, we propose a novel NLCR system which does not depend on language-specific information and thus, it can be ported easily to many languages. The proposed system is based on a combination of character c-gram terms and discriminative training using large margin estimation principle. Compared to traditional vector-based NLCR methods, the proposed NLCR system does not need language-dependent processing and achieves around 1% increase in the classification accuracy.
Bibliographic reference. Ayadi, Moataz El / Afify, Mohamed (2013): "Language-independent call routing using the large margin estimation principle", In INTERSPEECH-2013, 2708-2712.