Towards Building an Intelligent Call Routing System
Journal Title: International Journal of Advanced Computer Science & Applications - Year 2016, Vol 7, Issue 1
Abstract
This paper presents EduICR - an Intelligent Call Routing system. This system can route calls to the most appropriate agent using routing rules built by the text classifier. EduICR includes the following main components: telephone communication network; Vietnamese speech recognition; Text classifier/ Natural language processor and Vietnamese speech synthesis. To our best knowledge, this is one of the first systems in Vietnam to implement the integration mechanism of text processing and speech processing. This allows voice applications to be more intelligent, able to communicate with humans in natural language with high accuracy and reasonable speed. Having been built and tested in real environment, our system proves its accuracy attaining more than 95%.
Authors and Affiliations
Thien Tran, Dung Pham, Binh Huynh
An Informational Model as a Guideline to Design Sustainable Green SLA (GSLA)
Recently, Service Level Agreement (SLA) and green SLA (GSLA) becomes very important for both the service providers/vendors and as well as for the users/customers. There are many ways to inform users/customers about vario...
Response Prediction for Chronic HCV Genotype 4 Patients to DAAs
Hepatitis C virus (HCV) is a major cause of chronic liver disease, end stage liver disease and liver cancer in Egypt. Genotype 4 is the prevalent genotype in Egypt and has recently spread to Southern Europe particularly...
Impact of ICT on Students’ Academic Performance: Applying Association Rule Mining and Structured Equation Modeling
Information and communication technology (ICT) plays a significant role in university students’ academic performance. This research examined the effect of ICT on the students’ academic performance at different private un...
Electrooculogram Signals Analysis for Process Control Operator Based on Fuzzy c-Means
Biomedical signals of human can reflect the body's task load, fatigue and other psychological information. Compared with other biomedical signals, electrooculogram (EOG) has higher amplitude, less interference, and is ea...
An Inclusive Comparison in LAN Environment between Conventional and Hybrid Methods for Spectral Amplitude Coding Optical CDMA Systems
In this paper, performance analysis of conventional spectral amplitude coding (CSAC) with hybrid (HSAC) for OCDMA system is investigated in local area network (LAN) environment. The CSAC is built based on arithmetic sequ...