Abstract:Abstract. Automatic call routing is one of the most important issues in the call center domain. It can be modeled -once performed the speech recognition of utterances-as a text classification task. Nevertheless, in this case, texts are extremely small (just a few words) and there are a great number of narrow call-type classes. In this paper, we propose a text classification method specially suited to work on this scenario. This method considers a new weighting scheme of terms and uses a multiple stage classifi… Show more
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