Knowledge and Data Management White Papers
Creating a Natural Language Call Router: Stating Your Problem in Plain Language and Getting Routed Correctly
Overview Anyone who has ever called a company's 800 number can relate to the frustration of dealing with menus. One navigates through layers of choices, some not quite fitting what one is looking for, until one reaches the right menu. Or did one? Often the first step that a live agent takes is transferring one to another department, which might have its own menu for one to navigate! The solution to menu woes is a call router. Using natural language technologies, a call router simply asks "What can one do?" and allows the caller to state what they want in plain language as they would to a real person. Based on what the caller said they are routed to the appropriate destination within the infrastructure.
| Publisher | IBM | File Format | HTML |
|---|---|---|---|
| Date Published | February 2005 | ||
| Format | White Papers | ||
| Topics | |||
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