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 language | English (US) |
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Pages | 2681-2684 |
Number of pages | 4 |
State | Published - 2002 |
Externally published | Yes |
Event | 7th International Conference on Spoken Language Processing, ICSLP 2002 - Denver, United States Duration: Sep 16 2002 → Sep 20 2002 |
Other
Other | 7th International Conference on Spoken Language Processing, ICSLP 2002 |
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Country/Territory | United States |
City | Denver |
Period | 9/16/02 → 9/20/02 |
All Science Journal Classification (ASJC) codes
- Language and Linguistics
- Linguistics and Language