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<Paper uid="P98-1040">
  <Title>Dialogue Management in Vector-Based Call Routing</Title>
  <Section position="3" start_page="0" end_page="0" type="relat">
    <SectionTitle>
2 Related Work
</SectionTitle>
    <Paragraph position="0"> Call routing is similar to topic identification (Mc-Donough et al., 1994) and document routing (Harman, 1995) in identifying which one of n topics (destinations) most closely matches a caller's request. Call routing is distinguished from these activities by requiring a single destination, but allowing a request to be refined in an interactive dialogue. We are further interested in carrying out the routing using natural, conversational language.</Paragraph>
    <Paragraph position="1"> The only work on call routing to date that we are aware of is that by Gorin et al. (to appear). They select salient phrase fragments from caller requests, such as made a long distance and the area code for. These phrase fragments are used to determine the most likely destination(s), which they refer to as call type(s), for the request either by computing the a posteriori probability for each call type or by passing the fragments through a neural network classifier. Abella and Gorin (1997) utilized the Boolean formula minimization algorithm for combining the resulting set of call types based on a hand-coded hierarchy of call types. Their intention is to utilize the outcome of this algorithm to select from a set of dialogue strategies for response generation.</Paragraph>
  </Section>
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