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International Journal of Speech Technology

, Volume 15, Issue 2, pp 151–164 | Cite as

The Construction-Integration framework: a means to diminish bias in LSA-based call routing

  • Guillermo Jorge-Botana
  • Ricardo Olmos
  • Alejandro Barroso
Article

Abstract

Semantic technology is commonly used for two purposes in the field of IVR (Interactive Voice Response). The first is to correct the output of voice recognition devices based on coherence with a context. The second is to perform what is referred to as “call routing”, requiring technology that categorizes utterances and returns a list of the most credible routes. Our paper focuses on the latter, aiming to use the Latent Semantic Analysis (LSA henceforth) computational model (Deerwester et al. in J. Am. Soc. Inf. Sci. 41:391–407, 1990) together with the Construction-Integration model (C-I henceforth), a psycholinguistically motivated algorithm (Kintsch in Int. J. Psychol. 33(6):411–420, 1998), to interpret, manage and successfully route user requests in an efficient and reliable manner. By efficient we mean that training is unnecessary when the destination model is altered, and exhaustive labeling of all utterances is not required, concentrating instead only on some sample destinations. By reliable we mean that the construction-integration algorithm attenuates the risks from intra-destination variability and word saliency. Technical and theoretical aspects are discussed. In addition, some destination assignment methods are tested and debated.

Keywords

Call routing Call steering Natural language Latent semantic analysis Construction-Integration Psycholinguistically motivated algorithms 

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Copyright information

© Springer Science+Business Media, LLC 2012

Authors and Affiliations

  • Guillermo Jorge-Botana
    • 1
  • Ricardo Olmos
    • 2
  • Alejandro Barroso
    • 3
  1. 1.Departamento de Psicología Evolutiva y de la Educación, Facultad de PsicologíaUniversidad Nacional de Educación a Distancia (UNED)MadridSpain
  2. 2.Departamento de Metodología de las Ciencias del Comportamiento, Facultad de PsicologíaUniversidad Autónoma de MadridMadridSpain
  3. 3.PlusNet SolutionsMadridSpain

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