International Symposium on Chinese Spoken Language Processing (ISCSLP 2002)

Taipei, Taiwan
August 23-24, 2002

PhoneAgent: A Conversational Interface for Telephone Exchange System

Bin She, Mingxing Xu, Wenhu Wu

Center of Speech Technology, Tsinghua University, Beijing, China

This paper presents a conversational interface of telephone - PhoneAgent, that allows users to find the right person they want using natural spoken language. The system integrates telephony technology, Client/Server technology and human language technology, including telephone-based speech recognition, robust language understanding, language generation, dialogue modeling. PhoneAgent consists of three parts: Tele-Controller, Dialogue Manager and Staff Client/Server system. Tele-Controller, which includes a computer with a telephone card connected with a telephone line serving as a call center, monitors the telephone line and processes the input and output of speech data. Dialogue Manager gets speech data from Tele-Controller and recognizes it using speaker independent telephone speech recognition engine, after that the recognition result is processed by the dialogue system which interacts with Staff C/S system to determine whether the person wanted is present or not and generate the proper answer to the user. Staff C/S system is a network system which manages the absence of staff and if a phone call comes for some one who is present, the network system will notify him coming to get the phone call. Now the system can be put to use in an office with not more than one hundred staff.

Full Paper

Bibliographic reference.  She, Bin / Xu, Mingxing / Wu, Wenhu (2002): "Phoneagent: a conversational interface for telephone exchange system", In ISCSLP 2002, paper 22.