Potential benefits of human-like dialogue behaviour in the call routing domain
2008 (English)In: Perception in Multimodal Dialogue Systems, Berlin/Heidelberg, Germany: Springer Berlin/Heidelberg, 2008, 240-251 p.Chapter in book (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
Berlin/Heidelberg, Germany: Springer Berlin/Heidelberg, 2008. 240-251 p.
Computer Science General Language Studies and Linguistics
IdentifiersURN: urn:nbn:se:su:diva-64375OAI: oai:DiVA.org:su-64375DiVA: diva2:457301