A review of natural language processing in contact centre automation

Shariq Shah*, Hossein Ghomeshi, Edlira Vakaj, Emmett Cooper, Shereen Fouad

*Corresponding author for this work

    Research output: Contribution to journalArticlepeer-review

    4 Citations (SciVal)
    Original languageEnglish
    Pages (from-to)823-846
    Number of pages24
    JournalPattern Analysis and Applications
    Volume26
    Issue number3
    DOIs
    Publication statusPublished (VoR) - Aug 2023

    Funding

    FundersFunder number
    Innovate UK512001

      Keywords

      • Automation
      • Contact centres (CCs)
      • Machine learning (ML)
      • Natural language processing (NLP)

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