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Seminar at Speech, Music and Hearing:

X-job seminar:

Automatic Methods for Dialogue Classification and Prediction

Kristian Ronge

Opponent: Daniel Åkerberg

Abstract

The problem presented in this thesis is to specify and implement a solution which could be used to automatically classify previously completed calls to a call routing service, and furthermore, to specify and implement a solution which could be used to automatically predict the outcome of calls to this call routing service on-line, i.e. as they happen. The specic service on which to investigate this problem is a residential customer care service designed for a triple-play provider, providing TV, telephone, and broadband solutions to end consumers. The customer care service is a call routing system, to which end consumers can call and be routed to the appropriate customer service (for example, the customer service for broadband issues, or the customer service for invoice issues). As the triple-play provider has large-scale operations, and oers a wide variety of products, their need for an easy-to-use, dynamic, maintainable and inexpensive call routing system is obvious. The method used to classify the calls to the service yields a classier with an accuracy of 86%, which is a vast improvement on the majority-guess baseline. The method used to predict problematic dialogues in calls to the service yields a predictor with an accuracy of 96% after three dialogue turns, which is an improvement on the majority-guess baseline by over 35%. The method is also used to successfully predict transaction success after three dialogue turns, with an accuracy of 82%, which is an improvement on the majority-guess baseline by over 5%. Although the work presented in this thesis was carried out on data collected from this specic service, it is the author\'s claim that the results and conclusions found in chapter 11 are largely applicable to any similar voice controlled call routing service.

15:15 - 17:00
Tuesday December 16, 2008

The seminar is held in Fantum.

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Last updated: Wednesday, 23-Jun-2010 09:22:46 MEST