Results 91 to 100 of about 5,154,260 (149)
Some of the next articles are maybe not open access.
A neural network solution for call routing with preferential call placement
[Proceedings] GLOBECOM '90: IEEE Global Telecommunications Conference and Exhibition, 2002A neural network solution to the problem of routing calls through a three-stage interconnection network is presented. The solution uses a Hopfield network with a binary threshold, rather than a sigmoidal function. An important feature of this solution is that the weights of the neural network are fixed for all time and are independent of the current ...
P.J.W. Melsa, J.B. Kenney, C.E. Rohrs
openaire +1 more source
Call-routing analysis using SS7 data
Bell Labs Technical Journal, 2005Signaling System 7 (SS7) data contains network usage information that is not available from any other source. SS7 data is standalone source data. Because it is not dependent on a support system or on switch translations, it can be used to accurately trace and time all calls entering or leaving any class 4 or class 5 switch.
openaire +1 more source
Natural language call routing: a robust, self-organizing approach
ICSLP, 1998We have developed a domain independent, automatically trained, call router which directs customer calls based on their response to an open-ended “How may I direct your call?” query. Routing behavior is trained from a corpus of transcribed and hand-routed
Bob Carpenter, Jennifer Chu-Carroll
semanticscholar +1 more source
Automatic speech recognition for network call routing
Proceedings of 2nd IEEE Workshop on Interactive Voice Technology for Telecommunications Applications, 2002AT&T has introduced a network call routing service that uses automatic speech recognition (ASR) to let callers select from a menu of choices by voice. The requirements of the service posed a number of challenges for the technology to meet. The paper describes the evolution of the service over time and discusses a number of key issues and how they were ...
D.J. Krasinski, R.A. Sukkar
openaire +1 more source
Routing heuristics for multi-skill call centers
Proceedings of the 2003 International Conference on Machine Learning and Cybernetics (IEEE Cat. No.03EX693), 2004We give an approximation method for analyzing the performance of call centers with skill-based routing, for both blocking and delay systems. We use this method to determine optimal skill sets for call center employees.
Koole, G.M., Pot, S.A., Talim, J.
openaire +2 more sources
Book-ahead call routing for flexible lifetime
IEEE Communications Letters, 2006For persistent and guaranteed quality of service (QoS), a book-ahead (BA) call connection is required to declare its exact lifetime in advance, which is not always possible for many BA applications. In this letter, we present a model for extendable BA lifetime through adoption of a new BA routing scheme based on the calculation of call extension ...
I. Ahmad, J. Kamruzzaman
openaire +1 more source
Innovative Call Routing: Concept and Experimental Observations
2008 IEEE Asia-Pacific Services Computing Conference, 2008In this paper we explore the service creation process for IMS based applications and investigate how IMS service capabilities such as presence and profile can be used to create application that gives user control and enrich the user experience. The use cases we have selected focus on an application we call Personal Inbound Call Routing (PICR), an ...
Hui-Na Chua +4 more
openaire +1 more source
Experience-Based Routing in Call Center Environments
Service Science, 2015In this paper we examine some assumptions commonly made in modeling call centers. In particular, we evaluate the assumption that agents are homogeneous, statistically equivalent servers. We examine empirical data to highlight the issues that create heterogeneity between agents.
openaire +1 more source
A Comparative Study of Text Preprocessing Techniques for Natural Language Call Routing
International Workshop on Spoken Dialogue Systems Technology, 2016R. Sergienko +2 more
semanticscholar +1 more source
Learning User Intentions in Natural Language Call Routing Systems
World Conference on Soft Computing, 2014K. Aida-zade, S. Rustamov
semanticscholar +1 more source