Multiple Task Management in a DialogSystem for Call Centers

Postgraduate Thesis uoadl:1316766 318 Read counter

Unit:
ΠΜΣ Πληροφορικής και Τηλεπικοινωνιών με ειδίκευση Νέες Τεχνολογίες Πληροφορικής και Επικοινωνιών (για επαγγελματίες)
Library of the School of Science
Deposit date:
2016-06-22
Year:
2016
Author:
Φλώρος Βασίλειος
Μουρουζίδης Δημήτριος
Supervisors info:
Αλεξανδρή Χριστίνα, Επίκουρος Καθηγήτρια
Original Title:
Διαχείριση Πολλαπλών Λειτουργιών σε Διαλογικό Σύστημα Τηλεφωνικού Κέντρου
Languages:
Greek
Translated title:
Multiple Task Management in a DialogSystem for Call Centers
Summary:
The present approach involves the design and partial implementation of a spoken
Dialog System based on the services, functions, practices and User requirements
of an existing call center for customer services in the sector of
telecommunications providers.
The development of the present System is based on the simulation and
improvement of the services provided by the call center, both in respect to the
functionality and in respect to the naturalness of the System-User interaction.
A typical example regarding the simulation and improvement of the services
concerned is the targeted security of the interaction with monitored and
registered telephone calls and User identification, wherever necessary.
Naturalness of System-User interaction is designed to be achieved with the
integration of linguistic features typical in dialogs between human speakers.
Furthermore, all keywords processed during System-User interaction are
registered in chronological order and may be provided as an optional output by
the System, allowing the evaluation of efficiency of interaction and dialog
structure.
Contrary to many spoken Dialog Systems, the present System combines multiple
services available to the customer. Targeting to speed and efficiency of the
variety of services provided, the present approach makes use of directed
dialogs. This allows the dialog structure to enable reusability and
transferability of the present designed and partially implemented Dialog System
to other types of services, other languages as well as other types of User
groups.
Keywords:
Dialog System, Call Center, Users, Dialogs, Keywords
Index:
Yes
Number of index pages:
7-12
Contains images:
Yes
Number of references:
53
Number of pages:
180
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