On natural language call routing

Automated call routing is the process of associating a user's request with the desired destination. Although some of the call routing functions can often be accomplished though the use of a touch-tone menu in an interactive voice response system, the interaction between the user and such a system is typically very limited. It is therefore desirable to have a call routing system that takes natural language spoken inputs from the user and asks for additional information to complete the user's request as a human agent would. In this paper we present a recent study on natural language call routing and discuss the capabilities and limitations of current technologies.

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