EUROSPEECH 2001 Scandinavia
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.
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.