Automated call routing in a telecommunications network

Abstract

Considers the task of automated call routing in a telecommunications network. When a customer desires some service, they should proceed by dialing a single universal number, which prompts them with "Hello, how may I help you.?" The person then responds to this prompt via unconstrained fluent speech, on which basis the call is automatically routed to an appropriate destination. We report on an on-line experimental system which explores the feasibility of this concept, comprising an information-theoretic connectionist network. Embedded in a feedback control system. Experimental results are reported for a database of recorded customer/operator dialogs.<>