Abstract
This paper presents a Wizard-of-Oz (Woz) experiment in the call routing domain that took place during the development of a call routing system for the TeliaSonera residential customer care in Sweden. A corpus of 42,000 calls was used as a basis for identifying problematic dialogues and the strategies used by operators to overcome the problems. A new Woz recording was made, implementing some of these strategies. The collected data is described and discussed with a view to explore the possible benefits of more human-like dialogue behaviour in call routing applications. © 2008 Springer-Verlag Berlin Heidelberg.
Cite
CITATION STYLE
Gustafson, J., Heldner, M., & Edlund, J. (2008). Potential benefits of human-like dialogue behaviour in the call routing domain. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 5078 LNCS, pp. 240–251). https://doi.org/10.1007/978-3-540-69369-7_27
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