Potential benefits of human-like dialogue behaviour in the call routing domain
2008 (English)In: Perception In Multimodal Dialogue Systems, Proceedings / [ed] Andre, E; Dybkjaer, L; Minker, W; Neumann, H; Pieraccini, R; Weber, M, 2008, Vol. 5078, 240-251 p.Conference paper (Refereed)
This paper presents a Wizard-of-Oz (Woz) experiment in the call routing domain that took place during the development of a call routing system for the TeliaSonera residential customer care in Sweden. A corpus of 42,000 calls was used as a basis for identifying problematic dialogues and the strategies used by operators to overcome the problems. A new Woz recording was made, implementing some of these strategies. The collected data is described and discussed with a view to explore the possible benefits of more human-like dialogue behaviour in call routing applications.
Place, publisher, year, edition, pages
2008. Vol. 5078, 240-251 p.
, Lecture Notes In Artificial Intelligence, ISSN 0302-9743 ; 5078
IdentifiersURN: urn:nbn:se:kth:diva-38412DOI: 10.1007/978-3-540-69369-7_27ISI: 000257111900027ISBN: 978-3-540-69368-0OAI: oai:DiVA.org:kth-38412DiVA: diva2:437935
4th IEEE Tutorial and Research Workshop on Perception and Interactive Technologies for Multimodal Dialogue Systems, PIT 2008; Kloster Irsee; 16 June 2008 through 18 June 2008