Discriminative Techniques in Call Routing

Research output: Contribution to conferencePaper

10 Citations (Scopus)


Call-routing is a technology that attempts to route automatically a telephone query from a customer to one of a number of destinations. In vector-based call-routing, a query is represented in a high-dimensional vector space whose axes correspond to words, or sequences of words, that appear in the vocabulary used by callers. In this paper, we examine three different discriminative techniques applied to call-routing. Although some of these techniques give very substantial reductions in error-rate on the training-set, performance on the test-set is disappointing, the most likely reason being a lack of generalisation. Using examples of mis-classified calls, we speculate on why this might occur and propose an improved approach.
Original languageEnglish
Number of pages4
Publication statusPublished - Apr 2003
EventIEEE Conference on Acoustics, Speech and Signal Processing (ICASSP '03) - Hong Kong
Duration: 6 Apr 200310 Apr 2003


ConferenceIEEE Conference on Acoustics, Speech and Signal Processing (ICASSP '03)
CityHong Kong

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