"How may I help you?" systems where a caller to a call centre is routed to one of a set of destinations using machine recognition of spontaneous natural language is a difficult task. Previous BT "How May I Help You" work [1,2] has used top 1 recognition results for classification with much better results when tested on human transcriptions. Classifying using a recognition lattice was found to reduce the gap between results on transcriptions and recognition output. Using features generated from the lattice in addition to the top 1 recognition results gave an improvement in classification of 4% absolute over a baseline system using only the top 1 recognition result. This reduced the gap between classification performance on recognition and transcription by over 25%.
Cite as: Allen, J., Attwater, D., Durston, P., Farrell, M. (2003) Improving "how may i help you?" systems using the output of recognition lattices. Proc. 8th European Conference on Speech Communication and Technology (Eurospeech 2003), 1921-1924, doi: 10.21437/Eurospeech.2003-280
@inproceedings{allen03_eurospeech,
author={James Allen and David Attwater and Peter Durston and Mark Farrell},
title={{Improving "how may i help you?" systems using the output of recognition lattices}},
year=2003,
booktitle={Proc. 8th European Conference on Speech Communication and Technology (Eurospeech 2003)},
pages={1921--1924},
doi={10.21437/Eurospeech.2003-280}
}