Text Categorization Methods Application for Natural Language Call Routing

Roman Sergienko, Tatiana Gasanova, Eugene Semenkin, Wolfgang Minker

2014

Abstract

Natural language call routing can be treated as an instance of topic categorization of documents after speech recognition of calls. This categorization consists of two important parts. The first one is text preprocessing for numerical data extraction and the second one is classification with machine learning methods. This paper focuses on different text preprocessing methods applied for call routing. Different machine learning algorithms with several text representations have been applied for this problem. A novel text preprocessing technique has been applied and investigated. Numerical experiments have shown computational and classification effectiveness of the proposed method in comparison with standard techniques. Also a novel features selection method was proposed. The novel features selection method has demonstrated some advantages in comparison with standard techniques.

Paper Citation

in Harvard Style

Sergienko R., Gasanova T., Semenkin E. and Minker W. (2014). Text Categorization Methods Application for Natural Language Call Routing . In Proceedings of the 11th International Conference on Informatics in Control, Automation and Robotics - Volume 2: ASAAHMI, (ICINCO 2014) ISBN 978-989-758-040-6, pages 827-831. DOI: 10.5220/0005139708270831

in Bibtex Style

@conference{asaahmi14,
author={Roman Sergienko and Tatiana Gasanova and Eugene Semenkin and Wolfgang Minker},
title={Text Categorization Methods Application for Natural Language Call Routing},
booktitle={Proceedings of the 11th International Conference on Informatics in Control, Automation and Robotics - Volume 2: ASAAHMI, (ICINCO 2014)},
year={2014},
pages={827-831},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005139708270831},
isbn={978-989-758-040-6},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 11th International Conference on Informatics in Control, Automation and Robotics - Volume 2: ASAAHMI, (ICINCO 2014)
TI - Text Categorization Methods Application for Natural Language Call Routing
SN - 978-989-758-040-6
AU - Sergienko R.
AU - Gasanova T.
AU - Semenkin E.
AU - Minker W.
PY - 2014
SP - 827
EP - 831
DO - 10.5220/0005139708270831