A study on natural language call routing
C.-H. Lee, R. Carpenter, Wu Chou, Jennifer Chu‐Carroll, Wolfgang Reichl, Antoine Saad, Qiru Zhou · 2002
Automated call routing is the process of associating a user's request with the desired destination. Although some of the call routing functions can often be accomplished though the use of a touch-tone menu in an interactive voice response system, the interaction between the user and such a system is typically very limited. It is therefore desirable to have a call routing system that takes natural language spoken inputs from the user and asks for additional information to complete the user's request as a human agent would. We present a recent study on natural language call routing and discuss the capabilities and limitations of current technologies.