Third International Conference on Spoken Language Processing (ICSLP 94)

Yokohama, Japan
September 18-22, 1994

Spoken Language Acquisition for Automated Call Routing

Allen L. Gorin, H. Hanek, R. C. Rose, L. Miller

AT&T Bell Laboratories, Murray Hill, NJ, USA

We investigate the task of Automated Call Routing in a telephone network. The goal is that when a person desires some service, they should proceed by dialing a single universal number, which prompts them with Hello, how may I help you? The person then responds to this prompt via unconstrained fluent speech, on which basis the call is automatically routed to an appropriate destination. We report on an on-line experimental system which explores the feasibility of this concept, comprising an information-theoretic connectionist network embedded in a feedback control system. Experimental results are reported for a database of recorded customer/operator dialogs.

Full Paper

Bibliographic reference.  Gorin, Allen L. / Hanek, H. / Rose, R. C. / Miller, L. (1994): "Spoken language acquisition for automated call routing", In ICSLP-1994, 1483-1486.