This paper describes the innovative combination of speech recognition and  personalized  response generation with the  adaptive  routing of calls to the operator which best fits the caller's features. The project aims at supporting the user incrementally, starting from a personalized automatic support and moving to a proficient human one, when it is needed. In particular the paper shows the adaptive workflow of the answering process and focuses on the principles for providing the personalized speech response.
['Federica Cena', 'Ilaria Torre']
Increasing performances and personalization in the interaction with a call center system