Dialogue Management for an Automated Multilingual Call Center
STATE UNIV OF NEW YORK AT ALBANY INST FOR INFORMATICS LOGICS AND SECURITY STUDIES
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The AMITIES project Automated Multilingual Interaction with Information and Services has been established under joint funding from the European Commissions 5th Framework Program and the U.S. DARPA to develop the next generation of empirically-induced human-computer interaction capabilities in spoken language. One of the central goals of this project is to create a dialogue management system capable of engaging the user in human-like conversation within a specific domain. The domain we selected is telephone-based customer service where the system has access to an appropriate information database to support callers information needs. Our objective is to automate at least some of the more mundane human functions in customer service call centers, but do so in a manner that is maximally responsive to the customer. This practically eliminates all prompt or menu based voice response systems used at commercial call centers today. Exploiting the corpus of hundreds and soon to be thousands of annotated dialogues, recorded at European financial call centers, we have developed a call triaging prototype for financial services domain. This demonstrator system handles the initial portion of a customer call identifying the customer based on a sample customer database and determining the reason the customer is calling based on a subset of transactions handled at the call center. Our approach to dialogue act semantics allows for mixed systemcustomer initiative and spontaneous conversation to occur. We are currently extending this prototype beyond its triage role to negotiate and execute the transactions requested by the customers, ranging from simple address changes to more complex account payment transactions. The aim of AMITIES project is to build a large-scale, empirical system using data-driven design, derived from actual and purposeful i.e., not acted or contrived human-to-human dialogues. The prototype described here has not been empirically validated yet.
- Computer Systems
- Voice Communications
- Human Factors Engineering and Man Machine Systems