• Speech Sciences
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• v.12 no.2
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• pp.183-191
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• 2005

This paper describes the automated call routing for call center system based on speech recognition. We focus on the task of automatically routing telephone calls based on a users fluently spoken response instead of touch tone menus in an interactive voice response system. Vector based call routing algorithm is investigated and normalization method suggested. Call center database which was collected by KT is used for call routing experiment. Experimental results evaluating call-classification from transcribed speech are reported for that database. In case of small training data, an average call routing error reduction rate of 9% is observed when normalization method is used.

• MALSORI
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• no.52
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• pp.161-169
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• 2004

This paper describes the automated call routing for train ticket reservation aid system based on speech recognition. We focus on the task of automatically routing telephone calls based on user's fluently spoken response instead of touch tone menus in an interactive voice response system. Vector-based call routing algorithm is investigated and mapping table for key term is suggested. Korail database collected by KT is used for call routing experiment. We evaluate call-classification experiments for transcribed text from Korail database. In case of small training data, an average call routing error reduction rate of 14% is observed when mapping table is used.