AT&t help desk
نویسندگان
چکیده
This paper introduces a new breed of natural language dialog applications which we refer to as the Help Desk. These voiceenabled applications are an evolution from Help Desk services that are currently available on the web or being supported by human agents. The goals of a voice-enabled Help Desk are to route calls to appropriate agents or departments, provide a wealth of information about various products and services, and conduct problem solving or troubleshooting. In this paper we address the challenges in building this class of applications particularly when speech data is limited or unavailable. We will present the TTS Help Desk as an example of a service that has been deployed for automating the customer care component of the AT&T Labs Natural Voices Business.
منابع مشابه
At&t Help D
This paper introduces a new breed of natural language dialog applications which we refer to as the Help Desk. These voiceenabled applications are an evolution from Help Desk services that are currently available on the web or being supported by human agents. The goals of a voice-enabled Help Desk are to route calls to appropriate agents or departments, provide a wealth of information about vari...
متن کاملKnowledge management-centric help desk: specification and performance evaluation
The technology help desk function has grown in importance as information technology has proliferated throughout the organization. The primary objective of the help desk is to resolve problems related to IT in the organization. As such, the agents in the help desk must be very knowledgeable of the information systems, applications, and technologies supported. Most efforts at improving help desk ...
متن کاملThe Development of HOMER: A Case-Based CAD/CAM Help-Desk Support Tool
The increasing number of hardware and software at Daimler-Benz personal car development in Sindelfingen combined with the constant number of help-desk operators demanded a help-desk system which goes beyond the classical trouble-ticket approach. In this application paper we give an overview of the situation at the CAD/CAM Help-Desk in Sindelfingen and the development of the case-based help-desk...
متن کاملSetting a Course: Goals for the Help Desk
Key Findings Majorities of respondents have documented goals in place for help desk service availability, user satisfaction, and call/incident resolution. Important drivers of central IT help desk improvement include improving user satisfaction, meeting the changing needs of help desk clients, and improving help desk efficiency. Important obstacles to improving the help desk include rapid growt...
متن کاملThey Call for Help, But Don't Always Listen: The Development of the User-Help Desk Knowledge Application Model
The IS help desk function plays a central role in boundary spanning knowledge exchanges within organizations. Help desk employees provide technical support to users in an effort to transfer knowledge and enable users to autonomously apply this knowledge in the future. However, despite their importance, little is known about the factors that affect knowledge application within this context. Adop...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
دوره شماره
صفحات -
تاریخ انتشار 2002