Contact Centre Call Routing
Call Routing replaces the press-one-for-this telephone menu with a short spoken question, and sends the caller to the right team based on their answer.
Keywords
- Tags: Speech recognition
- Tags: Routing
- Tags: Accessibility
- Stage: Production
- Type: Speech recognition with intent classification
- Sector: Public administration
- Language: English
How does our product work?
The caller is asked what they are calling about and answers in a sentence. The system transcribes the answer, classifies the intent and transfers the call.
If it is not confident, or if the caller says nothing, the call goes to a general adviser rather than being repeatedly re-asked.
Overview
The old menu had five levels and eleven endpoints, and the most common caller behaviour was to press zero to escape it. That meant most calls arrived at the wrong place anyway.
Asking an open question and routing on the answer is both faster for the caller and more accurate.
Owner and responsibility
More detailed information on the system
Here you can get acquainted with the information used by the system, the operating logic, and its governance in the areas that interest you.
System description
Recordings of the routing question are kept for 30 days for quality review and are excluded from any training use. Callers are told at the start of the call that the answer is processed automatically and that they can ask for a person at any point.
Known limitations
Recognition accuracy is measurably lower for strong regional accents and for callers with speech differences. This is why low confidence routes to a general adviser rather than a best guess, and why accuracy is reported by accent group in the annual review.