A Study on Natural Language Call Routing

Automated call routing is the process of associating a user's request with the desired destination. Although some of the call routing functions can often be accomplished through the use of a touch-tone menu in an interactive voice response system, the interaction between the user and such a system is typically very limited. It is, therefore, desirable to have a call routing system that takes natural language spoken inputs from the user and asks for additional information to complete the user's request as a human agent would. In this paper, we present a recent study on natural language call routing and discuss the capabilities and limitations of current technologies.