An Interactive Scribe for Guiding Task-Oriented Conversations in Enterprise Call Centers

Daniel Dickinson, Glenn Fung, Shailesh Acharya, Devin Conathan, Joseph Bockhorst

Abstract:

We introduce an approach for guiding company representatives
through customer interactions according to company protocols rep-
resented in a knowledge graph. Our proof-of-concept application
features a dynamic user interface driven by a grammar derived from
the knowledge graph. We present and suggest future directions for
our work-in-progress demonstration which addresses many chal-
lenges that arise when building task-oriented applications at enter-
prise scale.