Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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
Potential benefits of human-like dialogue behaviour in the call routing domain
KTH Speech, Music and Hearing. (Speech group)
KTH Speech, Music and Hearing. (Speech group)ORCID iD: 0000-0002-0034-0924
KTH Speech, Music and Hearing. (Speech group)ORCID iD: 0000-0001-9327-9482
2008 (English)In: Perception in Multimodal Dialogue Systems, Berlin/Heidelberg, Germany: Springer Berlin/Heidelberg, 2008, 240-251 p.Chapter in book (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
Berlin/Heidelberg, Germany: Springer Berlin/Heidelberg, 2008. 240-251 p.
National Category
Computer Science General Language Studies and Linguistics
Identifiers
URN: urn:nbn:se:su:diva-64375OAI: oai:DiVA.org:su-64375DiVA: diva2:457301
Available from: 2011-11-17 Created: 2011-11-17 Last updated: 2014-11-06

Open Access in DiVA

No full text

Search in DiVA

By author/editor
Heldner, MattiasEdlund, Jens
Computer ScienceGeneral Language Studies and Linguistics

Search outside of DiVA

GoogleGoogle Scholar

urn-nbn

Altmetric score

urn-nbn
Total: 14 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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