Experiences of an In-Service Wizard-of-Oz Data Collection for the Deployment of a Call-Routing Application
2007 (English)In: Bridging the Gap: Academic and Industrial Research in Dialog Technologies Workshop Proceedings,, Madison, WI: Omnipress , 2007, 56-63 p.Conference paper, Presentation (Other academic)
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.
General Language Studies and Linguistics
IdentifiersURN: urn:nbn:se:liu:diva-79417OAI: oai:DiVA.org:liu-79417DiVA: diva2:541528
Bridging the Gap: Academic and Industrial Research in Dialog Technologies Workshop Proceedings, NAACL-HLT, Rochester, NY, April 2007.