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Potential benefits of human-like dialogue behaviour in the call routing domain
KTH, School of Computer Science and Communication (CSC), Speech, Music and Hearing, TMH.ORCID iD: 0000-0002-0397-6442
KTH, School of Computer Science and Communication (CSC), Speech, Music and Hearing, TMH.
KTH, School of Computer Science and Communication (CSC), Speech, Music and Hearing, TMH.ORCID iD: 0000-0001-9327-9482
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, Published paper (Refereed)
Abstract [en]

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.
Series
Lecture Notes In Artificial Intelligence, ISSN 0302-9743 ; 5078
National Category
Computer Science
Identifiers
URN: urn:nbn:se:kth:diva-38412DOI: 10.1007/978-3-540-69369-7_27ISI: 000257111900027ISBN: 978-3-540-69368-0 (print)OAI: oai:DiVA.org:kth-38412DiVA: diva2:437935
Conference
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
Available from: 2011-08-31 Created: 2011-08-25 Last updated: 2011-08-31Bibliographically approved

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Gustafson, JoakimEdlund, Jens

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf