Artículo en IST sobre el Proyecto HOPS

Se ha publicado en IST Results un artículo explicando los resultados obtenidos en el proyecto HOPS, en el que participa iSOCO junto a otros partners nacionales e internacionales.

Extracto:

Residents of Barcelona, Turin and the Camden district in London will soon be talking to a computer when they call their local council for information or carry out a phone transaction. But instead of receiving scripted responses they will be conversing with a state-of-the-art platform that enables natural dialogue.

Developed by the IST-funded HOPS project, the platform uses a variety of technologies to enable people to talk to a computer over the phone as if they are talking with a human call centre worker.

For public administrations, which are under increasing pressure to improve the quality of the services they provide to citizens while reducing costs, the benefits are significant in terms of efficiency gains and potential cost savings. The advantages, says Joan Batlle, the project coordinator at Barcelona city hall, will also be evident for citizens, who will find they have access to interactive information and services around the clock. Most importantly, the natural language dialogue made possible by the platform should overcome people's general dislike of talking to automated call centre systems.

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HOPS, la voz tecnológica de atención al ciudadano