A comparative study of speech in the call center: natural language call routing vs. touch-tone menus.
Bernhard SuhmJosh BersDaniel McCarthyBarbara FreemanDavid GettyKatherine GodfreyPat PetersonPublished in: CHI (2002)
Keyphrases
- call center
- natural language
- dialogue system
- service level
- speech recognition
- arrival rate
- asymptotically optimal
- speech signal
- service quality
- service systems
- semantic analysis
- heavy traffic
- question answering
- automatic speech recognition
- natural language processing
- language processing
- knowledge representation
- queue length
- agent technology
- customer service
- human communication
- database
- machine translation
- fluid model
- special case
- machine learning