Abstract
This paper presents a Wizard-of-Oz (Woz) experiment in the call routing domain that took place during the development of a call routing system for the TeliaSonera residential customer care in Sweden. A corpus of 42,000 calls was used as a basis for identifying problematic dialogues and the strategies used by operators to overcome the problems. A new Woz recording was made, implementing some of these strategies. The collected data is described and discussed with a view to explore the possible benefits of more human-like dialogue behaviour in call routing applications.
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Gustafson, J., Heldner, M., Edlund, J. (2008). Potential Benefits of Human-Like Dialogue Behaviour in the Call Routing Domain. In: André, E., Dybkjær, L., Minker, W., Neumann, H., Pieraccini, R., Weber, M. (eds) Perception in Multimodal Dialogue Systems. PIT 2008. Lecture Notes in Computer Science(), vol 5078. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-69369-7_27
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DOI: https://doi.org/10.1007/978-3-540-69369-7_27
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-69368-0
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