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Experiences of an In-Service Wizard-of-Oz Data Collection for the Deployment of a Call-Routing Application
TeliaSonera (R & D).ORCID iD: 0000-0003-4040-3544
TeliaSonera (R & D).ORCID iD: 0000-0003-3734-0757
TeliaSonera (CID).
TeliaSonera (CID).
2007 (English)In: Bridging the Gap: Academic and Industrial Research in Dialog Technologies Workshop Proceedings, Madison, WI: Omnipress , 2007, 56-63 p.Conference paper (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
Language Technology (Computational Linguistics)
Research subject
Computational Linguistics
URN: urn:nbn:se:su:diva-92736OAI: diva2:641623
Bridging the Gap: Academic and Industrial Research in Dialog Technologies Workshop Proceedings, NAACL-HLT, Rochester, NY, April 2007.
Available from: 2013-08-19 Created: 2013-08-18 Last updated: 2014-04-11Bibliographically approved

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Wirén, MatsEklund, Robert
Language Technology (Computational Linguistics)

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