Call classification using recurrent neural networks, support vector machines and finite state automata

Our objective is spoken-language classification for helpdesk call routing using a scanning understanding and intelligent-system techniques. In particular, we examine simple recurrent networks, support-vector machines and finite-state transducers for their potential in this spoken-language-classification task and we describe an approach to classification of recorded operator-assistance telephone utterances. The main contribution of the paper is a comparison of a variety of techniques in the domain of call routing. Support-vector machines and transducers are shown to have some potential for spoken-language classification, but the performance of the neural networks indicates that a simple recurrent network performs best for helpdesk call routing. Sheila Garfield received a BSc (Hons) in computing from the University of Sunderland in 2000 where, as part of her programme of study, she completed a project associated with aphasic language processing. She received her PhD from the same university, in 2004, for a programme of work connected with hybrid intelligent systems and spoken-language processing. In her PhD thesis, she collaborated with British Telecom and suggested a novel hybrid system for call routing. Her research interests are natural language processing, hybrid systems, intelligent systems. Stefan Wermter holds the Chair in Intelligent Systems and is leading the Intelligent Systems Division at the University of Sunderland, UK. His research interests are intelligent systems, neural networks, cognitive neuroscience, hybrid systems, language processing and learning robots. He has a diploma from the University of Dortmund, Germany, an MSc from the University of Massachusetts, USA, and a PhD in habilitation from the University of Hamburg, Germany, all in Computer Science. He was a Research Scientist at Berkeley, CA, before joining the University of Sunderland. Professor Wermter has written edited, or contributed to 8 books and published about 80 articles on this research area.