This paper describes the development of an Adaptive Call Center which personalizes the management of the answering process. The system is composed by an adaptive response system with a speech recognition engine and by an operator support structure, which is dynamically involved in the answer when the sentence is not recognized or the question belongs to those classified as complex. In this case the call is routed to the operator which best fits the caller features
Adaptive Management of the Answering Process for a Call Center System
TORRE, ILARIA
2003-01-01
Abstract
This paper describes the development of an Adaptive Call Center which personalizes the management of the answering process. The system is composed by an adaptive response system with a speech recognition engine and by an operator support structure, which is dynamically involved in the answer when the sentence is not recognized or the question belongs to those classified as complex. In this case the call is routed to the operator which best fits the caller features
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