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KMID : 0917520050120020183
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Journal of Speech Sciences
2005 Volume.12 No. 2 p.183 ~ p.191
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Automated Call Routing Call Center System Based on Speech Recognition
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Shim Yu-Jin
Kim Jae-In
Koo Myung-Wan
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Abstract
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This paper describes the automated call routing for call center system based on speech recognition. We focus on the task of automatically routing telephone calls based on a users fluently spoken response instead of touch tone menus in an interactive voice response system. Vector based call routing algorithm is investigated and normalization method suggested. Call center database which was collected by KT is used for call routing experiment. Experimental results evaluating call-classification from transcribed speech are reported for that database. In case of small training data, an average call routing error reduction rate of 9% is observed when normalization method is used.
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KEYWORD
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Automated Call Routing, Call Center, Speech Regongition, Natural Language Processing
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