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%.
Thien Khai Tran et al. presented EduICR -an Intelligent Call Routing system consists of telephone communication network; Vietnamese speech recognition; Text classi er/Natural language processor and Vietnamese speech synthesis and achieved more than 95% accuracy in real environment REF .
Towards Building an Intelligent Call Routing System
International Journal of Advanced Computer Science and Applications
Computer Science