A Train Ticket Reservation Aid System Using Automated Call Routing Technology Based on Speech Recognition

음성인식을 이용한 자동 호 분류 철도 예약 시스템

This paper describes the automated call routing for train ticket reservation aid system based on speech recognition. We focus on the task of automatically routing telephone calls based on user's fluently spoken response instead of touch tone menus in an interactive voice response system. Vector-based call routing algorithm is investigated and mapping table for key term is suggested. Korail database collected by KT is used for call routing experiment. We evaluate call-classification experiments for transcribed text from Korail database. In case of small training data, an average call routing error reduction rate of 14% is observed when mapping table is used.