System and method for semantically exploring concepts
First Claim
1. An analytics system configured to automatically detect and categorize topics in a plurality of interactions between customers and agents of a contact center during one or more time periods, the interactions comprising a plurality of phrases, the analytics system comprising:
- a processor; and
a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to;
extract a plurality of fragments of the phrases from the interactions in accordance with one or more extraction rules, the extraction rules being automatically generated based on sequences of parts of speech found in a set of key fragments of the fragments by;
tagging words or phrases of the key fragments with corresponding parts-of-speech tags to generate sequences of parts-of-speech tags;
identifying one or more of sequences of parts-of-speech tags appearing at least a threshold number of times among the key fragments; and
outputting the identified one or more of sequences of parts-of-speech tags as the one or more extraction rules;
filter the fragments to generate a filtered plurality of fragments by removing fragments based on at least one of;
a frequency with which the removed fragments appear among the fragments;
a saliency of the removed fragments; and
a stop list;
cluster the filtered plurality of fragments into a plurality of first clusters, each of the first clusters comprising a plurality of semantically similar fragments corresponding to a detected topic of the topics in the interactions;
cluster the first clusters into a plurality of second clusters, each of the second clusters corresponding to a categorization of the topics based on semantic similarity; and
output a hierarchy of concepts in accordance with the filtered plurality of fragments clustered into the first clusters of topics and the second clusters of categorizations of topics.
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Abstract
A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.
41 Citations
16 Claims
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1. An analytics system configured to automatically detect and categorize topics in a plurality of interactions between customers and agents of a contact center during one or more time periods, the interactions comprising a plurality of phrases, the analytics system comprising:
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a processor; and a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to; extract a plurality of fragments of the phrases from the interactions in accordance with one or more extraction rules, the extraction rules being automatically generated based on sequences of parts of speech found in a set of key fragments of the fragments by; tagging words or phrases of the key fragments with corresponding parts-of-speech tags to generate sequences of parts-of-speech tags; identifying one or more of sequences of parts-of-speech tags appearing at least a threshold number of times among the key fragments; and outputting the identified one or more of sequences of parts-of-speech tags as the one or more extraction rules; filter the fragments to generate a filtered plurality of fragments by removing fragments based on at least one of; a frequency with which the removed fragments appear among the fragments; a saliency of the removed fragments; and a stop list; cluster the filtered plurality of fragments into a plurality of first clusters, each of the first clusters comprising a plurality of semantically similar fragments corresponding to a detected topic of the topics in the interactions; cluster the first clusters into a plurality of second clusters, each of the second clusters corresponding to a categorization of the topics based on semantic similarity; and output a hierarchy of concepts in accordance with the filtered plurality of fragments clustered into the first clusters of topics and the second clusters of categorizations of topics. - View Dependent Claims (2, 3, 4, 5, 6, 7, 15)
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8. A method for performing analytics to automatically detect and categorize topics in a plurality of interactions between customers and agents of a contact center during one or more time periods, the interactions comprising a plurality of phrases, the method comprising:
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extracting, by a processor of an analytics system, a plurality of fragments of the phrases from the interactions in accordance with one or more extraction rules, the extraction rules being automatically generated based on sequences of parts of speech found in a set of key fragments of the fragments by; tagging words or phrases of the key fragments with corresponding parts-of-speech tags to generate sequences of parts-of-speech tags; identifying one or more of sequences of parts-of-speech tags appearing at least a threshold number of times among the key fragments; and outputting the identified one or more of sequences of parts-of-speech tags as the one or more extraction rules; filtering, by the processor, the fragments to generate a filtered plurality of fragments by removing fragments based on at least one of; a frequency with which the removed fragments appear among the fragments; a saliency of the removed fragments; and a stop list; clustering, by the processor, the filtered plurality of fragments into a plurality of first clusters, each of the first clusters comprising a plurality of semantically similar fragments corresponding to a detected topic of the topics in the interactions; clustering, by the processor, the first clusters into a plurality of second clusters, each of the second clusters corresponding to a categorization of the topics based on semantic similarity; and outputting, by the processor, a hierarchy of concepts in accordance with the filtered plurality of fragments clustered into the first clusters of topics and the second clusters of categorizations of topics. - View Dependent Claims (9, 10, 11, 12, 13, 14, 16)
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Specification