A comparison of dialog strategies for call routing

International Journal of Speech Technology

Volumn 7, Issue 1, 2004, Pages 9-24

  Williams, Jason D ^a   Witt, Silke M ^a  

^a Natural Language Solutions Group   (United States)

Author keywords

Call routing; Call steering; Dialogue strategy; Earcon; Natural language; Prompt design

Indexed keywords

CUSTOMER SATISFACTION; INFORMATION RETRIEVAL; NATURAL LANGUAGE PROCESSING SYSTEMS; ROUTERS; STRATEGIC PLANNING;

CALL ROUTING; CALL STEERING; DIALOG STRATEGIES; EARCON;

SPEECH RECOGNITION;

EID: 0742286739     PISSN: 13812416     EISSN: None     Source Type: Journal    
DOI: 10.1023/B:IJST.0000004803.47697.bd     Document Type: Article

References (10)

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8. Williams, J., Shaw, A.T., Piano, L., and Abt, M. (2003a). Evaluating real callers' reactions to Open and Directed Strategy prompts. AVIOS 2003 Proceedings. San Jose, CA: AVIOS.
9. Williams, J., Shaw, A.T., Piano, L., and Abt, M. (2003b). Perception, and Task Completion of Open, Menu-based, and Directed Prompts for Call Routing: A Case Study. Eurospeech, September 2003, Geneva, Switzerland.
10. Witt, S. and Williams, J. (2003). Two Studies of Open vs. Directed Dialog Strategies in Spoken Dialog Systems. Eurospeech, September 2003, Geneva, Switzerland.