System and method for identification of intent segment(s) in caller-agent conversations
First Claim
1. A method of identifying at least one intent-bearing utterance in a conversation between a human agent, associated with a call center, and a caller, the method comprising:
- determining a plurality of features for each utterance among a set of utterances of the conversation between the human agent and the caller, the features including one of an identity associated with the utterance between the human agent and the caller, a position of the utterance within the conversation, and a word located before or after the utterance within the conversation;
classifying each utterance among the set of utterances, using a classifier, as an intent-bearing classification or a non-intent-bearing classification by generating multiple state sequences for each set of utterances, each state sequence including a plurality of states, each of the plurality of states corresponding to a respective utterance among the set of utterances and each of the plurality of states representing a probability that the respective utterance is intent-bearing, each utterance being associated with respective probabilities of the multiple state sequences;
generating a ranking of each utterance based on a combination of the respective probabilities of the multiple state sequences, the ranking being a relative measure that the respective utterance is intent-bearing; and
marking, in a customer relationship management (CRM) system, each utterance as being an intent-bearing utterance representing an intent of the conversation based on the ranking.
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Accused Products
Abstract
Identification of an intent of a conversation can be useful for real-time or post-processing purposes. According to example embodiments, a method, and corresponding apparatus of identifying at least one intent-bearing utterance in a conversation, comprises determining at least one feature for each utterance among a subset of utterances of the conversation; classifying each utterance among the subset of utterances, using a classifier, as an intent classification or a non-intent classification based at least in part on a subset of the at least one determined feature; and selecting at least one utterance, with intent classification, as an intent-bearing utterance based at least in part on classification results by the classifier. Through identification of an intent bearing utterance, a call center for example, can provide improved service for callers through, for example, more effective directing of a call to a live agent.
92 Citations
9 Claims
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1. A method of identifying at least one intent-bearing utterance in a conversation between a human agent, associated with a call center, and a caller, the method comprising:
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determining a plurality of features for each utterance among a set of utterances of the conversation between the human agent and the caller, the features including one of an identity associated with the utterance between the human agent and the caller, a position of the utterance within the conversation, and a word located before or after the utterance within the conversation; classifying each utterance among the set of utterances, using a classifier, as an intent-bearing classification or a non-intent-bearing classification by generating multiple state sequences for each set of utterances, each state sequence including a plurality of states, each of the plurality of states corresponding to a respective utterance among the set of utterances and each of the plurality of states representing a probability that the respective utterance is intent-bearing, each utterance being associated with respective probabilities of the multiple state sequences; generating a ranking of each utterance based on a combination of the respective probabilities of the multiple state sequences, the ranking being a relative measure that the respective utterance is intent-bearing; and marking, in a customer relationship management (CRM) system, each utterance as being an intent-bearing utterance representing an intent of the conversation based on the ranking. - View Dependent Claims (2, 3, 4)
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5. An apparatus for identifying at least one intent-bearing utterance in a conversation between a human agent, associated with a call center, and a caller, the apparatus comprising:
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a memory with computer code instructions stored thereon; and a processor, the memory, with the computer code instructions, and the processor being configured to; determine a plurality of features for each utterance among a set of utterances of the conversation between the human agent and the caller, the features including one of an identity associated with the utterance between the human agent and the caller, a position of the utterance within the conversation, and the word located before or after the utterance within the conversation; classify each utterance among the set of utterances, using a classifier, as an intent-bearing classification or a non-intent-bearing classification by generating multiple state sequences for each set of utterances, each state sequence including a plurality of states, each of the plurality of states corresponding to a respective utterance among the set of utterances and each of the plurality of states representing a probability that the respective utterance is intent-bearing, each utterance being associated with respective probabilities of the multiple state sequences; generate a ranking of each utterance based on a combination of the respective probabilities of the multiple state sequences, the ranking being a relative measure that the respective utterance is intent-bearing; and select an utterance as being an intent-bearing utterance representing an intent of the conversation based on the ranking. - View Dependent Claims (6, 7)
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8. A non-transitory computer-readable medium for identifying at least one intent-bearing utterance in a conversation between a human agent associated with a call center, and a caller, the non-transitory computer-readable medium includes computer code stored thereon, the computer code when executed by a processor causes an apparatus to perform at least the following:
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determining a plurality of features for each utterance among a set of utterances of the conversation between the human agent and the caller, the features including one of an identity associated with the utterance between the human agent and the caller, a position of the utterance within the conversation, and the word located before or after the utterance within the conversation; classifying each utterance among the set of utterances, using a classifier, as an intent-bearing classification or a non-intent-bearing classification by generating multiple state sequences for each set of utterances, each state sequence including a plurality of states, each of the plurality of states corresponding to a respective utterance among the set of utterances and each of the plurality of states representing a probability that the respective utterance is intent-bearing, each utterance being associated with respective probabilities of multiple state sequences; generating a ranking of each utterance based on a combination of the respective probabilities of the multiple state sequences, the ranking being a relative measure that the respective utterance is intent-bearing; and selecting an utterance as being an intent-bearing utterance representing an intent of the conversation based on the ranking. - View Dependent Claims (9)
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Specification