A comparative study of speech in the call center

摘要: This paper presents a field study that compares natural language call routing with standard touch-tone menus. Call is the task of getting callers to right place in center, which could be appropriate live agent or automated service. Natural lets describe reason for their own words, instead presenting them list menu options select from using telephone keypad. The was conducted center large telecommunication service provider. Results show routing, more respond main prompt, are routed specific destination (instead defaulting general operator who may have transfer them), and correct agent. Our survey data overwhelmingly prefer over Furthermore, can also deliver significant cost savings centers