TY - GEN
T1 - Adaptive neuro fuzzy inference system, neural network and support vector machine for caller behavior classification
AU - Patel, Pretesh B.
AU - Marwala, Tshilidzi
PY - 2011
Y1 - 2011
N2 - A classification system that accurately categorizes caller behavior within Interactive Voice Response systems would assist in developing good automated self service applications. This paper details the implementation of such a classification system for a pay beneficiary application. Adaptive Neuro-Fuzzy Inference System (ANFIS), Feed forward Artificial Neural Network (ANN) and Support Vector Machine (SVM) classifiers were created. Exceptional results were achieved. The ANN classifiers are the preferred models. ANN classifiers achieved 100% classification on 'Say account', 'Say amount' and 'Select beneficiary' unseen data. The ANN classifier yielded 95.42% accuracy on 'Say confirmation' unseen data.
AB - A classification system that accurately categorizes caller behavior within Interactive Voice Response systems would assist in developing good automated self service applications. This paper details the implementation of such a classification system for a pay beneficiary application. Adaptive Neuro-Fuzzy Inference System (ANFIS), Feed forward Artificial Neural Network (ANN) and Support Vector Machine (SVM) classifiers were created. Exceptional results were achieved. The ANN classifiers are the preferred models. ANN classifiers achieved 100% classification on 'Say account', 'Say amount' and 'Select beneficiary' unseen data. The ANN classifier yielded 95.42% accuracy on 'Say confirmation' unseen data.
KW - adaptive neuro-fuzzy inference system
KW - artificial neural nerwork
KW - classification
KW - interactive voice response
KW - support vector machine
UR - http://www.scopus.com/inward/record.url?scp=84857856161&partnerID=8YFLogxK
U2 - 10.1109/ICMLA.2011.24
DO - 10.1109/ICMLA.2011.24
M3 - Conference contribution
AN - SCOPUS:84857856161
SN - 9780769546070
T3 - Proceedings - 10th International Conference on Machine Learning and Applications, ICMLA 2011
SP - 298
EP - 303
BT - Proceedings - 10th International Conference on Machine Learning and Applications, ICMLA 2011
T2 - 10th International Conference on Machine Learning and Applications, ICMLA 2011
Y2 - 18 December 2011 through 21 December 2011
ER -