The Amitiés system: Data-driven techniques for automated dialogue (original) (raw)
2006, Speech Communication
We present a natural-language customer service application for a telephone banking call center, developed as part of the AMITIÉS dialogue project (Automated Multilingual Interaction with Information and Services). Our dialogue system, based on empirical data gathered from real call-center conversations, features data-driven techniques that allow for spoken language understanding despite speech recognition errors, as well as mixed system/customer initiative and spontaneous conversation.
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