Fourth European Conference on Speech Communication and Technology

Madrid, Spain
September 18-21, 1995

Dynamically Created Dialogues for Automated Telephone Answering Using Uncertain Reasoning and Linguistic Theory

Mary Zajicek (1), Ken Brownsey (1), Simon Lippmann (1), Patrice Palau (2), Phyl Greenhead (1)

(1) The Speech Project, The School of Computing and Mathematical Sciences Oxford Brookes University, Oxford, UK
(2) ENST de Bretagne, Brest, France

This paper discusses research into the creation of dynamic dialogues for automated telephone answering systems. In order to create a dialogue a semantic net representing factual or organisational information is traversed by the prototype dialogue creation engine. This assembles questions appropriate to the current user's previous responses and their user model with an aim to ascertain their intention or goal in making the call. A major area of study has been methods of determining fuzzy goals (when the user is not aware of what their specific goal might be) using uncertain reasoning and fuzzy set theory. This research is coupled with the linguistic demands of natural language processing for dynamic sentence creation and use of speech as the medium of interaction.

Full Paper

Bibliographic reference.  Zajicek, Mary / Brownsey, Ken / Lippmann, Simon / Palau, Patrice / Greenhead, Phyl (1995): "Dynamically created dialogues for automated telephone answering using uncertain reasoning and linguistic theory", In EUROSPEECH-1995, 1173-1176.