A review of natural language processing in contact centre automation

Shariq Shah; Hossein Ghomeshi; Edlira Vakaj; Emmett Cooper; Shereen Fouad

doi:10.1007/s10044-023-01182-8

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 journal › Article › peer-review

9 Citations (SciVal)

Original language	English
Pages (from-to)	823-846
Number of pages	24
Journal	Pattern Analysis and Applications
Volume	26
Issue number	3
DOIs	https://doi.org/10.1007/s10044-023-01182-8
Publication status	Published (VoR) - Aug 2023

Funding

Funders	Funder number
Innovate UK	512001

Keywords

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

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10.1007/s10044-023-01182-8Licence: CC BY-NC-ND

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title = "A review of natural language processing in contact centre automation",

keywords = "Automation, Contact centres (CCs), Machine learning (ML), Natural language processing (NLP)",

author = "Shariq Shah and Hossein Ghomeshi and Edlira Vakaj and Emmett Cooper and Shereen Fouad",

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AU - Shah, Shariq

AU - Ghomeshi, Hossein

AU - Vakaj, Edlira

AU - Cooper, Emmett

AU - Fouad, Shereen

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KW - Automation

KW - Contact centres (CCs)

KW - Machine learning (ML)

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A review of natural language processing in contact centre automation

Funding

Keywords

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