Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Experiences of an In-Service Wizard-of-Oz Data Collection for the Deployment of a Call-Routing Application
TeliaSonera, Farsta, Sweden. (Research and Development)
TeliaSonera, Farsta, Sweden. (Research and Development)ORCID iD: 0000-0003-3734-0757
TeliaSonera, Uppsala, Sweden. (Customer Integrated Solutions)
TeliaSonera, Uppsala, Sweden. (Customer Integrated Solutions)
2007 (English)In: Bridging the Gap: Academic and Industrial Research in Dialog Technologies Workshop Proceedings,, Madison, WI: Omnipress , 2007, 56-63 p.Conference paper, Oral presentation only (Other academic)
Abstract [en]

This paper describes our experiences of collecting a corpus of 42,000 dialogues for a call-routing application using a Wizard-of-Oz approach. Contrary to common practice in the industry, we did not use the kind of automated application that elicits some speech from the customers and then sends all of them to the same destination, such as the existing touch-tone menu, without paying attention to what they have said. Contrary to the traditional Wizard-of-Oz paradigm,our data-collection application was fully integrated within an existing service, replacing the existing touch-tonenavigation system with a simulated callroutingsystem. Thus, the subjects were real customers calling about real tasks,and the wizards were service agents from our customer care. We provide a detailed exposition of the data collection as such and the application used, and compare our approach to methods previously used.

Place, publisher, year, edition, pages
Madison, WI: Omnipress , 2007. 56-63 p.
National Category
General Language Studies and Linguistics
Identifiers
URN: urn:nbn:se:liu:diva-79417OAI: oai:DiVA.org:liu-79417DiVA: diva2:541528
Conference
Bridging the Gap: Academic and Industrial Research in Dialog Technologies Workshop Proceedings, NAACL-HLT, Rochester, NY, April 2007.
Available from: 2012-08-23 Created: 2012-07-18 Last updated: 2013-10-17Bibliographically approved

Open Access in DiVA

fulltext(126 kB)106 downloads
File information
File name FULLTEXT01.pdfFile size 126 kBChecksum SHA-512
526677624047a24d961fd2f17a7d09ceb4d6b4f5f51e040434f1a48ff1859ec219ef14c6d562e24ae4309bad65486d3789f6f04d96372d5bf1ba481431d0706d
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Eklund, Robert
General Language Studies and Linguistics

Search outside of DiVA

GoogleGoogle Scholar
Total: 106 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 96 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf