Dialog systems are computer-based systems that are able to converse with human beings in a similar manner to how one human speaks with another. Dialog systems can be classified into different dimensions based on modality, type of device, style, and initiative. Their purpose in call centers is to automate inbound communication while remaining responsive to every customer.
Dialog systems are widely used to decrease call center agents’ workload. The most common system is information-seeking, where the system mediates communication between the caller and the information they need, just as effectively as if they were speaking to a live operator. This model is valuable in industries such as government, travel, and healthcare.
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