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- Title
The Construction-Integration framework: a means to diminish bias in LSA-based call routing.
- Authors
Jorge-Botana, Guillermo; Olmos, Ricardo; Barroso, Alejandro
- Abstract
Semantic technology is commonly used for two purposes in the field of IVR (Interactive Voice Response). The first is to correct the output of voice recognition devices based on coherence with a context. The second is to perform what is referred to as 'call routing', requiring technology that categorizes utterances and returns a list of the most credible routes. Our paper focuses on the latter, aiming to use the Latent Semantic Analysis (LSA henceforth) computational model (Deerwester et al. in J. Am. Soc. Inf. Sci. 41:391-407, ) together with the Construction-Integration model (C-I henceforth), a psycholinguistically motivated algorithm (Kintsch in Int. J. Psychol. 33(6):411-420, ), to interpret, manage and successfully route user requests in an efficient and reliable manner. By efficient we mean that training is unnecessary when the destination model is altered, and exhaustive labeling of all utterances is not required, concentrating instead only on some sample destinations. By reliable we mean that the construction-integration algorithm attenuates the risks from intra-destination variability and word saliency. Technical and theoretical aspects are discussed. In addition, some destination assignment methods are tested and debated.
- Subjects
INTERACTIVE voice response (Telecommunication); AUTOMATIC speech recognition equipment; LATENT semantic analysis; MATHEMATICAL models; ALGORITHMS; PSYCHOLINGUISTICS; NATURAL language processing
- Publication
International Journal of Speech Technology, 2012, Vol 15, Issue 2, p151
- ISSN
1381-2416
- Publication type
Article
- DOI
10.1007/s10772-012-9129-5