IMPROVED TECHNIQUES FOR AUTOMATIC CALL-ROUTING

This paper is organised as follows: in section 2 we discuss the essential ideas behind vector-based call-routing and describe two variants of the technique experimented with here.Section 2.3 outlines how latent semantic analysis (LSA) has previously been used for information retrieval and section 2.4 gives some arguments for why a different approach to the use of LSA may be appropriate for call-routing.Section 3 describes the routing scenario used and the experiments performed, and