Automatic Contact Center

ACC is a project with the goal of building an Automatic Contact  Center. This research project was conducted in cooperation with  Icepeak. a company which develops and sells products for call centers to a  number of Swedish customers. The ACC project aims at a system that  can respond automatically to FAQs. A first step was to build a  database of FAQs automatically from humans calling the contact  center. The database can also be used for statistical analyses of  call canter traffic. In the next phase there will be a hypothesis  generator helping the agent respond to questions from customers based  on previous question-answers. In the long run, an automatic FAQ will be  developed.
In this project we develop the non-speech parts, i.e. taking textual  input. The work is centered around ACC-core, a workbench for  experimenting with a variety of techniques, such as LSA and decision- tree learning, for information extraction. ACC-core also includes a  variety of filters, stemmers and other linguistic means for  transforming data.