Automatic topic identification for two-level call routing
نویسندگان
چکیده
This paper presents an approach to routing telephone calls automatically, based upon their speech content. Our data consist of a set of calls collected from a customer-service center with a twolevel menu, which allows jumping past the second level, and we view the routing of these calls as a topic-identification problem. Our topic identifier employs a multinomial model for keyword occurrences. We describe the call-routing task in detail, discuss the multinomial model, and present experiments which investigate several issues that arise from using the model for this task.
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