文章基本信息

标题：Towards Building an Intelligent Call Routing System
本地全文：下载
作者：Thien Khai Tran ; Dung Minh Pham ; Binh Van Huynh 等
期刊名称：International Journal of Advanced Computer Science and Applications(IJACSA)
印刷版ISSN：2158-107X
电子版ISSN：2156-5570
出版年度：2016
卷号：7
期号：1
DOI：10.14569/IJACSA.2016.070162
出版社：Science and Information Society (SAI)
摘要：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%.
关键词：thesai; IJACSA; thesai.org; journal; IJACSA papers; EduICR; spoken dialog systems; intelligent call center; voice application