Increasing performances and personalization in the interaction with a call center system

International Conference on Intelligent User Interfaces, Proceedings IUI

Volumn , Issue , 2004, Pages 226-228

  Cena, Federica ^a   Torre, Ilaria ^b  

^a CSP ^*  (Italy)

^b UNIVERSITY OF TURIN   (Italy)

Author keywords

Adaptation; Automatic response; Call center; Calls routing management; Speech recognition; VUI voice user interface

Indexed keywords

AUTOMATION; HEURISTIC METHODS; PROBABILITY; PROJECT MANAGEMENT; ROUTERS; SOFTWARE PROTOTYPING; USER INTERFACES;

ADAPTATION; AUTOMATIC RESPONSE; CALL CENTERS; CALLS ROUTING MANAGEMENT; VUI VOICE USER INTERFACE;

SPEECH RECOGNITION;

EID: 18744395776     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/964442.964487     Document Type: Conference Paper

References (5)

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3. Halpem, E.: Human factors and Voice Application, in VoiceXMLReview, Vol.1, 2001.
4. Kobsa, A., Koenemann, J, Pohl W.: Personalized Hypermedia Presentation Techinques for improving Online Customer Relationship, in The Knowledge Engineering Review, 2001, pp. 111-155.
5. Stentiford, F.W.M. and Popay, P.A., The design and evaluation of dialogues for interactive voice response services, in BT Technology Journal, Vol. 17 N. 1, 1999