8th European Conference on Speech Communication and Technology

Geneva, Switzerland
September 1-4, 2003


Improving "How May I Help You?" Systems Using the Output of Recognition Lattices

James Allen, David Attwater, Peter Durston, Mark Farrell

BTexact Technologies, U.K.

"How may I help you?" systems where a caller to a call centre is routed to one of a set of destinations using machine recognition of spontaneous natural language is a difficult task. Previous BT "How May I Help You" work [1,2] has used top 1 recognition results for classification with much better results when tested on human transcriptions. Classifying using a recognition lattice was found to reduce the gap between results on transcriptions and recognition output. Using features generated from the lattice in addition to the top 1 recognition results gave an improvement in classification of 4% absolute over a baseline system using only the top 1 recognition result. This reduced the gap between classification performance on recognition and transcription by over 25%.

Full Paper

Bibliographic reference.  Allen, James / Attwater, David / Durston, Peter / Farrell, Mark (2003): "Improving "how may i help you?" systems using the output of recognition lattices", In EUROSPEECH-2003, 1921-1924.