We are interested in providing automated services via natural spoken dialog systems. There are many issues that arise when such systems are targeted for large populations of non-expert users. In this paper, we describe an experimental vehicle to explore these issues, that of automatically routing calls based on a user's fluently spoken response to open-ended prompts such as 'How may I help you?' A spoken dialog system for call-routing has been constructed, with subsequent processing for information retrieval and form-filling. To enable experimental evaluations, a database has been generated of 10000 fluently spoken transactions between customers and human agents. We report on preliminary experimental results for that database.
展开▼
