Towards Building an Intelligent Call Routing System

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%.

@article{Tran2016,
  title     = {Towards Building an Intelligent Call Routing System},
  journal   = {International Journal of Advanced Computer Science and Applications},
  volume    = {7},
  number    = {1},
  year      = {2016},
  publisher = {The Science and Information Organization},
  author    = {Thien Khai Tran and Dung Minh Pham and Binh Van Huynh},
  doi       = {10.14569/IJACSA.2016.070162},
  url       = {https://doi.org/10.14569/IJACSA.2016.070162}
}