The Use of Confidence Measures in Vector Based Call-Routing

Cox, Stephen J. and Cawley, Gavin C. ORCID: https://orcid.org/0000-0002-4118-9095 (2003) The Use of Confidence Measures in Vector Based Call-Routing. In: 8th European Conference on Speech Communication and Technology (EUROSPEECH 2003), 2003-09-01 - 2003-09-04.

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Abstract

In previous work, we experimented with different techniques of vector-based call routing, using the transcriptions of the queries to compare algorithms. In this paper, we base the routing decisions on the recogniser output rather than transcriptions and examine the use of confidence measures (CMs) to combat the problems caused by the "noise" in the recogniser output. CMs are derived for both the words output from the recogniser and for the routings themselves and are used to investigate improving both routing accuracy and routing confidence. Results are given for a 35 route retail store enquiry-point task. They suggest that although routing error is controlled by the recogniser error-rate, confidence in routing decisions can be improved using these techniques.

Item Type:	Conference or Workshop Item (Paper)
Faculty \ School:	Faculty of Science > School of Computing Sciences
UEA Research Groups:	Faculty of Science > Research Groups > Computational Biology Faculty of Science > Research Groups > Interactive Graphics and Audio Faculty of Science > Research Groups > Data Science and Statistics Faculty of Science > Research Groups > Centre for Ocean and Atmospheric Sciences Faculty of Science > Research Groups > Smart Emerging Technologies
Depositing User:	Vishal Gautam
Date Deposited:	22 Jul 2011 13:18
Last Modified:	22 Apr 2023 02:47
URI:	https://ueaeprints.uea.ac.uk/id/eprint/21564
DOI:

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