5th European Conference on Speech Communication and Technology

Rhodes, Greece
September 22-25, 1997

Access - Automated Call Center Through Speech Understanding System

Ute Ehrlich (1), Gerhard Hanrieder (2), Ludwig Hitzenberger (3), Paul Heisterkamp (1), Klaus Mecklenburg (1), Peter Regel-Brietzmann (1)

(1) Daimler-Benz AG, Institute for Information Technology, Ulm, Germany (2) Daimler-Benz Aerospace, Ulm, Germany (3) University of Regensburg, FG Information Science, Regensburg, Germany

This paper will describe the results of a high sophisticated speech application project. ACCeSS is an EU project with Greek and German partners. Our Greek partners are Knowledge S.A. and the University of Patras. In this paper we report about the German application of the project. The project addresses a first step for automation of call centers for personal intensive applications in insurances. New forms of insurance operation are more and more using the telephone or direct mailing for the contact between an insurance and its customers. This makes the business more efficient and more direct than the classical operation with agents. Routine contractual details can easily be handled in such a way and all other cases of insurance actions can be realised with such communication media, too. A direct insurance company running a large call center is involved in the project and pays attention to the functionality of the system. The user needs are analysed using Wizard-of-Oz experiments. The system structure, a sketch of the algorithms and modules, and first results of evaluation will be given. Keywords: speech dialogue, Call Center, Wizard-of-Oz, dialogue strategy, semantics, ACCeSS

Full Paper

Bibliographic reference.  Ehrlich, Ute / Hanrieder, Gerhard / Hitzenberger, Ludwig / Heisterkamp, Paul / Mecklenburg, Klaus / Regel-Brietzmann, Peter (1997): "Access - automated call center through speech understanding system", In EUROSPEECH-1997, 1819-1822.