Automatic Call-Routing Without Transcriptions

Huang, Qiang and Cox, Stephen J. (2003) Automatic Call-Routing Without Transcriptions. In: 8th European Conference on Speech Communication and Technology, 2003-09-01 - 2003-09-04.

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Call-routing is now an established technology to automate customers' telephone queries. However, transcribing calls for training purposes for a particular application requires considerable human effort, and it would be preferable for the system to learn routes without transcriptions being provided. This paper introduces a technique for fully automatic routing. It is based on firstly identifying salient acoustic morphemes in a phonetic decoding of the input speech, followed by Linear Discriminant Analysis (LDA) to improve classification. Experimental results on an 18 route retail store enquiry point task using this technique are compared with results obtained using word-level transcriptions.

Item Type: Conference or Workshop Item (Paper)
Faculty \ School: Faculty of Science > School of Computing Sciences
UEA Research Groups: Faculty of Science > Research Groups > Interactive Graphics and Audio
Faculty of Science > Research Groups > Smart Emerging Technologies
Depositing User: Vishal Gautam
Date Deposited: 23 Jul 2011 15:21
Last Modified: 22 Apr 2023 02:47

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