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

Sheila Garfield, Stefan Wermter

Abstract: 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.