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Towards Building an Intelligent Call Routing System

International journal of advanced computer science & applications, 2016, Vol.7 (1)

2016. This work is licensed under https://creativecommons.org/licenses/by/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 2158-107X ;EISSN: 2156-5570 ;DOI: 10.14569/IJACSA.2016.070162

Tài liệu số/Tài liệu điện tử

  • Nhan đề:
    Towards Building an Intelligent Call Routing System
  • Tác giả: Khai, Thien ; Minh, Dung ; Van, Binh
  • Chủ đề: Natural language
  • Là 1 phần của: International journal of advanced computer science & applications, 2016, Vol.7 (1)
  • Mô tả: This paper presents EduICR - an Intelligent Call Routing system. This system can route calls to the most appropriate agent using routing rules built by the text classifier. EduICR includes the following main components: telephone communication network; Vietnamese speech recognition; Text classifier/ Natural language processor and Vietnamese speech synthesis. To our best knowledge, this is one of the first systems in Vietnam to implement the integration mechanism of text processing and speech processing. This allows voice applications to be more intelligent, able to communicate with humans in natural language with high accuracy and reasonable speed. Having been built and tested in real environment, our system proves its accuracy attaining more than 95%.
  • Nơi xuất bản: West Yorkshire: Science and Information (SAI) Organization Limited
  • Ngôn ngữ: English
  • Số nhận dạng: ISSN: 2158-107X
    EISSN: 2156-5570
    DOI: 10.14569/IJACSA.2016.070162
  • Nguồn: AUTh Library subscriptions: ProQuest Central

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