5th International Conference on Spoken Language Processing

Sydney, Australia
November 30 - December 4, 1998

Language Modeling for Content Extraction in Human-Computer Dialogues

Wolfgang Reichl, Bob Carpenter, Jennifer Chu-Carroll, Wu Chou

Bell-Labs, Lucent Technologies, USA

In this paper we discuss the role of language modeling in a novel natural language dialogue system designed to automatically route incoming customer calls. We arrive at two significant conclusions: First, standard word error rate measures do not reflect application specific requirements; highly reliable content extraction is possible with relatively high word error rates. Secondly blending human-human data with human-machine data did not improve the performance in language modeling.

Full Paper

Bibliographic reference.  Reichl, Wolfgang / Carpenter, Bob / Chu-Carroll, Jennifer / Chou, Wu (1998): "Language modeling for content extraction in human-computer dialogues", In ICSLP-1998, paper 0588.