4 Citations (Scopus)


In previous work, we experimented with different techniques of vector-based call routing, using the transcriptions of the queries to compare algorithms. In this paper, we base the routing decisions on the recogniser output rather than transcriptions and examine the use of confidence measures (CMs) to combat the problems caused by the "noise" in the recogniser output. CMs are derived for both the words output from the recogniser and for the routings themselves and are used to investigate improving both routing accuracy and routing confidence. Results are given for a 35 route retail store enquiry-point task. They suggest that although routing error is controlled by the recogniser error-rate, confidence in routing decisions can be improved using these techniques.
Original languageEnglish
Number of pages4
Publication statusPublished - Sep 2003
Event8th European Conference on Speech Communication and Technology (EUROSPEECH 2003) - Geneva, Switzerland
Duration: 1 Sep 20034 Sep 2003


Conference8th European Conference on Speech Communication and Technology (EUROSPEECH 2003)

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