Paper: Dialogue Management in Vector-Based Call Routing

ACL ID P98-1040
Title Dialogue Management in Vector-Based Call Routing
Venue Annual Meeting of the Association of Computational Linguistics
Session Main Conference
Year 1998

This paper describes a domain independent, automat- ically trained call router which directs customer calls based on their response to an open-ended "How may I di- rect your call"? query. Routing behavior is trained from a corpus of transcribed and hand-routed calls and then carried out using vector-based information retrieval tech- niques. Based on the statistical discriminating power of the n-gram terms extracted from the caller's request, the caller is 1) routed to the appropriate destination, 2) trans- ferred to a human operator, or 3) asked a disambigua- tion question. In the last case, the system dynamically generates queries tailored to the caller's request and the destinations with which it is consistent. Our approach is domain independent and the training process is fully automati...