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A framework for large scalable natural language call routing systems

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5 Author(s)
C. Wu ; Human Language Technol. Dept., IBM Thomas J. Watson Res. Center, Yorktown Heights, NY, USA ; D. Lubensky ; J. Huerta ; X. Li
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A framework is proposed for enterprise automated call routing system development and large scalable natural language call routing application deployment based on IBM's speech recognition and NLU application engagement practices in recently years. To facilitate employing different call classification algorithms in an easy integration manner, this framework architecture provides a plug & play environment for evaluating promising call routing algorithms and a systematic approach to carry out a large scalable enterprise application deployment. The paradigm illustrates the complementary effort to develop an automatic call routing application for enterprise call centers and covers from call classification algorithm investigation to application programming model. Experimental results on a live data testing set collected from an enterprise call center shows that the performance of the call classification algorithm implemented in this framework is outstanding.

Published in:

Natural Language Processing and Knowledge Engineering, 2003. Proceedings. 2003 International Conference on

Date of Conference:

26-29 Oct. 2003