The goal of this paper is to give a description of the state of the art, the issues, the problems, and the solutions related to industrial dialog systems for the automation of technical support. After a general description of the evolution of the spoken dialog industry, and the challenges in the development of technical support applications, we will discuss two specific problems through a series of experimental results. The first problem is the identification of the call reason, or symptom, from loosely constrained user utterances. The second is the use of data for the experimental optimization of the Voice User Interface (VUI).
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.