AT&T Help Desk

Giuseppe Di Fabbrizio, Dawn Dutton, Narendra Gupta, Barbara Hollister, Mazin Rahim, Giuseppe Riccardi, Robert Schapire, Juergen Schroeter

Research output: Contribution to conferencePaperpeer-review

11 Scopus citations

Abstract

This paper introduces a new breed of natural language dialog applications which we refer to as the Help Desk. These voiceenabled applications are an evolution from Help Desk services that are currently available on the web or being supported by human agents. The goals of a voice-enabled Help Desk are to route calls to appropriate agents or departments, provide a wealth of information about various products and services, and conduct problem solving or troubleshooting. In this paper we address the challenges in building this class of applications particularly when speech data is limited or unavailable. We will present the TTS Help Desk as an example of a service that has been deployed for automating the customer care component of the AT&T Labs Natural Voices Business.

Original languageEnglish (US)
Pages2681-2684
Number of pages4
StatePublished - Jan 1 2002
Externally publishedYes
Event7th International Conference on Spoken Language Processing, ICSLP 2002 - Denver, United States
Duration: Sep 16 2002Sep 20 2002

Other

Other7th International Conference on Spoken Language Processing, ICSLP 2002
CountryUnited States
CityDenver
Period9/16/029/20/02

All Science Journal Classification (ASJC) codes

  • Language and Linguistics
  • Linguistics and Language

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