Abstract

This paper presents EduICR - an Intelligent Call Routing system. This system can route calls to the most appropriate agent using routing rules built by the text classifier. EduICR includes the following main components: telephone communication network; Vietnamese speech recognition; Text classifier/ Natural language processor and Vietnamese speech synthesis. To our best knowledge, this is one of the first systems in Vietnam to implement the integration mechanism of text processing and speech processing. This allows voice applications to be more intelligent, able to communicate with humans in natural language with high accuracy and reasonable speed. Having been built and tested in real environment, our system proves its accuracy attaining more than 95%.

Details

Title
Towards Building an Intelligent Call Routing System
Author
Tran, Thien Khai; Pham, Dung Minh; Binh Van Huynh
Publication year
2016
Publication date
2016
Publisher
Science and Information (SAI) Organization Limited
ISSN
2158107X
e-ISSN
21565570
Source type
Scholarly Journal
Language of publication
English
ProQuest document ID
2656495721
Copyright
© 2016. This work is licensed under https://creativecommons.org/licenses/by/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.