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On natural language call routing
Speech Communication, 2000Automated call routing is the process of associating a user's request with the desired destination. Although some of the call routing functions can often be accomplished though the use of a touch-tone menu in an interactive voice response system, the interaction between the user and such a system is typically very limited.
Chin-Hui Lee +6 more
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Speech Communication, 2006
Call-routing is the technology of automatically classifying the type of a telephone call from a customer to a business or an institution in order to transmit the call onward to the correct “destination”. Making transcriptions of calls to provide training data for automatic routing in a particular application requires considerable human effort, and it ...
Huang, Qiang, Cox, Stephen J.
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Call-routing is the technology of automatically classifying the type of a telephone call from a customer to a business or an institution in order to transmit the call onward to the correct “destination”. Making transcriptions of calls to provide training data for automatic routing in a particular application requires considerable human effort, and it ...
Huang, Qiang, Cox, Stephen J.
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Speech-enabled natural language call routing: BBN call director
7th International Conference on Spoken Language Processing (ICSLP 2002), 2002In this paper we discuss the design and performance of the BBN Call Director product for automatic call routing and the methodology for its deployment. The component technologies for the BBN Call Director are a statistical n-gram speech recognizer and a ...
Premkumar Natarajan +3 more
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Performance Comparison of Call Routing Algorithms over Virtual Call Centres
2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications, 2007Call routing is a vital technique required to achieve a functioning virtual call centre (VCC). Several algorithms have been proposed to support call routing for VCCs over the past few years. When proposing a new call routing algorithm, it is critical to determine its precise scope and evaluate it with accurate modelling of the underlying protocols and ...
Adetunji, A. +3 more
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Discriminative techniques in call routing
2003 IEEE International Conference on Acoustics, Speech, and Signal Processing, 2003. Proceedings. (ICASSP '03)., 2003Call-routing is a technology that attempts to route automatically a telephone query from a customer to one of a number of destinations. In vector-based call-routing, a query is represented in a high-dimensional vector space whose axes correspond to words, or sequences of words, that appear in the vocabulary used by callers.
S. Cox
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Automatic call-routing without transcriptions
8th European Conference on Speech Communication and Technology (Eurospeech 2003), 2003Call-routing is now an established technology to automate customers' telephone queries. However, transcribing calls for training purposes for a particular application requires considerable human effort, and it would be preferable for the system to learn ...
Qiang Huang, Stephen J. Cox
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Voice activated automated telephone call routing
Proceedings of 9th IEEE Conference on Artificial Intelligence for Applications, 2002The authors describe a speaker-independent voice activated automated telephone call routing system that allows callers to ask for a person by name, and then be transferred to that person's extension. The system utilizes the BBN HARK Recognizer, a commercially available speech recognition system which runs in real-time on a UNIX workstation and does not
G.W. Smith, M. Bates
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A study on natural language call routing
Proceedings 1998 IEEE 4th Workshop Interactive Voice Technology for Telecommunications Applications. IVTTA '98 (Cat. No.98TH8376), 2002Automated call routing is the process of associating a user's request with the desired destination. Although some of the call routing functions can often be accomplished though the use of a touch-tone menu in an interactive voice response system, the interaction between the user and such a system is typically very limited.
C.-H. Lee +6 more
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Joint Deployment and Request Routing for Microservice Call Graphs in Data Centers
IEEE Transactions on Parallel and Distributed Systems, 2023Microservices are an architectural and organizational paradigm for Internet application development. In cloud data centers, delay-sensitive applications receive massive user requests, which are fed into multiple queues and subsequently served by multiple
Y. Hu +5 more
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Intelligent Call Routing for Telecommunications Call-Centers
2020At telecommunications companies, call-centers have the highest interaction with customers, and the operators’ performance is vital because an excellent service satisfies the customer and helps a better operation. Therefore, attempts are made to use customer data, call operator data, and historical service data to improve support.
Sérgio Jorge +2 more
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