Potential benefits of human-like dialogue behaviour in the call routing domain

被引：0

作者：

Gustafson, Joakim ^{[1
]}

Heldner, Mattias ^{[1
]}

Edlund, Jens ^{[1
]}

机构：

[1] KTH Speech Mus & Hearing, Stockholm, Sweden

来源：

PERCEPTION IN MULTIMODAL DIALOGUE SYSTEMS, PROCEEDINGS | 2008年 / 5078卷

关键词：

D O I：

暂无

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

This paper presents a Wizard-of-Oz (Woz) experiment in the call routing domain that took place during the development of a call routing system for the TeliaSonera residential customer care in Sweden. A corpus of 42,000 calls was used as a basis for identifying problematic dialogues and the strategies used by operators to overcome the problems. A new Woz recording was made, implementing some of these strategies. The collected data is described and discussed with a view to explore the possible benefits of more human-like dialogue behaviour in call routing applications.

引用

页码：240 / 251

页数：12