Building an intelligent call distributor

Abstract

This paper presents an intelligent call distributor. This system can route calls to the most appropriate agent according to routing rules constructed by a text classifier. The system includes four main components: a telephone communication network; speech recognition; a text classifier; and a speech synthesizer. To the best of our knowledge, this is one of the first systems in Vietnam to implement an integrated mechanism using both text language processing and spoken language processing. This allows voice applications to be intelligent and to be able to communicate with humans in natural language with high accuracy and reasonable speed. After building and testing, the system is shown to have an accuracy of 92%.