An Operator Assisted Call Routing System

A system to assist call routing task for telephone operators at the Directorate General of Telecommunications (DGT) in Taiwan is reported in this paper. The system was developed based on DGT organization profile with description of its six divisions instead of a corpus of recorded and transcribed call-routing dialogs. An acoustic module and an information retrieval module were built specifically for this task. The construction of IR module was based on term extraction and thesaurus discovery processes. By integrating acoustic and IR module, the system achieves satisfactory performance and provides a promising approach to call routing. Simulation results indicated that the proposed algorithm outperforms standard classification methods. A working system based on the proposed approach has been implemented and experimental results are presented.