International Symposium on Chinese Spoken Language Processing (ISCSLP 2002)

Taipei, Taiwan
August 23-24, 2002

Rapid Prototyping an Operator Assisted Call Routing System

Chun-Jen Lee, Jason S. Chang

(1) Chunghwa Telecom Co., Ltd. Chung-Li, Taiwan
(2) National Tsing Hua Univwersity, Hsin-chu, Taiwan

A prototype system to assist call routing task for telephone operators is reported in this paper. The system was developed based on a company organization profile with description of its divisions instead of a corpus of recorded and transcribed call-routing dialogs. An acoustic module and an information retrieval module were built specifically for this task. By integrating acoustic and information retrieval module, we have built a system with a satisfactory performance and provide a promising approach to call routing. Simulation results indicate that the proposed algorithm can improve call routing performance over baseline classification methods. A working system based on the proposed approach has been implemented and experimental results are presented.

Full Paper

Bibliographic reference.  Lee, Chun-Jen / Chang, Jason S. (2002): "Rapid prototyping an operator assisted call routing system", In ISCSLP 2002, paper 81.