Abstract

In this paper we discuss the design and performance of the BBN Call Director product for automatic call routing and the methodology for its deployment. The component technologies for the BBN Call Director are a statistical n-gram speech recognizer and a statistical topic identification system that, together, provide the framework for processing natural language responses from callers. To achieve commercial success, however, a superior deployment process is as important as the technology itself. In order to minimize the operational and financial risk for the call center, BBN has developed a deployment process that provides an integrated methodology for building the business case, optimizing performance, and proving the benefit of natural language call routing. This process is based on quantifying IVR benefit in terms of saved agent labor by analyzing end-to-end recordings of live calls. Routing accuracy is of …

Date

2002

Authors

Prem Natarajan, Rohit Prasad, Bernhard Suhm, Daniel McCarthy

Journal

Publicación Científica

Pages

1-4