EUROSPEECH 2001 Scandinavia
7th European Conference on Speech Communication and Technology

Aalborg, Denmark
September 3-7, 2001


OASIS Natural Language Call Steering Trial

Peter J. Durston (1), Mark Farrell (1), David Attwater (1), James Allen (1), Hong-Kwang Jeff Kuo (2), Mohamed Afify (2), Eric Fosler-Lussier (2), Chin-Hui Lee (2)

(1) BTexaCT, UK; (2) Bell Labs, USA

A recent trial of natural language call steering on live UK calls to the operator is described along with its results. The characteristics of the problem are described along with the acoustic, language, semantic and dialogue modelling approaches employed. Natural language call steering is found to be viable, with recognition and semantic accuracy the current limiting factors.

Full Paper

Bibliographic reference.  Durston, Peter J. / Farrell, Mark / Attwater, David / Allen, James / Kuo, Hong-Kwang Jeff / Afify, Mohamed / Fosler-Lussier, Eric / Lee, Chin-Hui (2001): "OASIS natural language call steering trial", In EUROSPEECH-2001, 1323-1326.