EUROSPEECH 2003 - INTERSPEECH 2003 8th European Conference on Speech Communication and Technology Geneva, Switzerland September 1-4, 2003

Information Retrieval Based Call Classification

Jan Kneissler, Anne K. Kienappel, Dietrich Klakow

Philips Research Laboratories, Germany

In this paper we describe a fully automatic call classification system for customer service selection. Call classification is based on one customer utterance following a "How may I help you" prompt. In particular, we introduce two new elements to our information retrieval based call classifier, which significantly improve the classification accuracy: the use of a-priory term relevance based on class information, and classification confidence estimation. We describe the spontaneous speech recognizer as well as the classifier and investigate correlations between speech recognition and call classification accuracy.

Full Paper

Bibliographic reference.  Kneissler, Jan / Kienappel, Anne K. / Klakow, Dietrich (2003): "Information retrieval based call classification", In EUROSPEECH-2003, 1213-1216.