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Which Is the Most Appropriate Response? Combining Decision-Support Systems and Conversational Interfaces

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Distributed Computing and Artificial Intelligence, 13th International Conference

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 474))

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Abstract

In this paper we propose combining decision support systems with spoken dialog systems to facilitate training call-center human operators. In our proposal, the system responses are learned automatically from a dialog corpus by means of a statistical approach based on evolving classifiers. This permits inferring knowledge automatically, that is, the system may infer decisions in complex settings where it is not easy to establish clear hand-crafted rules. Also, the training corpus can be provided from human-human recordings so that the experience of highly qualified human operators can be distilled into the system and offered implicitly to the operators being trained with it. Our proposal has been evaluated with a practical spoken dialog system providing railway information, which follows our proposed approach to integrate a decision support system for the selection of the next system action.

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Authors and Affiliations

  1. Computer Science Department, Carlos III University of Madrid, Avda. de la Universidad, 30, 28911, Leganés, Spain

    David Griol & José Manuel Molina

Authors
  1. David Griol
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  2. José Manuel Molina
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Corresponding author

Correspondence to David Griol .

Editor information

Editors and Affiliations

  1. Faculty of Engineering, Osaka Institute of Technology Faculty of Engineering, Osaka, Osaka, Japan

    Sigeru Omatu

  2. Faculty of Computer Science & Informatio, Universiti Teknologi Malaysia (UTM) Faculty of Computer Science & Informatio, Baharu, Malaysia

    Ali Semalat

  3. Department of Electronics and Compu, Koszalin University of Technology Department of Electronics and Compu, Koszalin, Poland

    Grzegorz Bocewicz

  4. Faculty of Electrical Engineering and Cs, Kielce University of Technology Faculty of Electrical Engineering and Cs, Kielce, Poland

    Paweł Sitek

  5. Faculty of Engineering and Science, Aalborg University Faculty of Engineering and Science, Aalborg, Denmark

    Izabela E. Nielsen

  6. ETS Ingeniería Informática, University of Sevilla ETS Ingeniería Informática, Sevilla, Spain

    Julián A. García García

  7. Departamento de Inteligencia Artificial, Universidad Politécnica de Madrid Departamento de Inteligencia Artificial, Madrid, Spain

    Javier Bajo

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Griol, D., Molina, J.M. (2016). Which Is the Most Appropriate Response? Combining Decision-Support Systems and Conversational Interfaces. In: Omatu, S., et al. Distributed Computing and Artificial Intelligence, 13th International Conference. Advances in Intelligent Systems and Computing, vol 474. Springer, Cham. https://doi.org/10.1007/978-3-319-40162-1_43

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  • DOI: https://doi.org/10.1007/978-3-319-40162-1_43

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-40161-4

  • Online ISBN: 978-3-319-40162-1

  • eBook Packages: EngineeringEngineering (R0)

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