Technical support dialog systems
Kate Acomb, Jonathan E. Bloom, Krishna Dayanidhi, Phillip Hunter, Peter Gall Krogh, Esther Levin, Roberto Pieraccini · 2007
The goal of this paper is to give a description of the state of the art, the issues, the problems, and the solutions related to industrial dialog systems for the automation of technical support. After a general description of the evolution of the spoken dialog industry, and the challenges in the development of technical support applications, we will discuss two specific problems through a series of experimental results. The first problem is the identification of the call reason, or symptom, from loosely constrained user utterances. The second is the use of data for the experimental optimization of the Voice User Interface (VUI).