System and method for conversation analysis

• US 20060256937A1
• Filed: 05/12/2005
• Published: 11/16/2006
• Est. Priority Date: 05/12/2005
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Light, Philip E., Srinivasan, Anand, Foreman, Paul Evan, Loghin, Razvan, Greene, David Perry
• Application Number:
  US11/127,847
• Publication Number:
  US 20060256937A1
• Time in Patent Office: Days
• US Class Current: 379/88.80
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

A method for discovering relationships among elements of a transactional conversation includes tagging a transcribed representation of the conversation to identify elements of the conversation and structuring the tagged conversation according to a specified format to produce a structured, tagged representation of the conversation. A set of structured, tagged conversation representations is then analyzed to discover a relationship between a first conversation element and a second conversation element. Tagging the conversation may include evaluating a portion of the conversation, assigning the portion a message type, and assigning a data value to an attribute defined by the message type. The message type may be defined by a conversation policy, wherein the conversation policy identifies conversation elements including conversation states and message types that transition the conversation among the conversation states. The conversation states include an offer pending state, an offer accept state, and an offer declined state.

Claims

1. A computer implemented method for processing a plurality of transcribed conversations, comprising:

tagging, by the computer, the conversations using a plurality of conversation element tags including message tags and conversation state tags to identify elements of the conversations including message elements and conversation state elements;

structuring, by the computer, the tagged conversations by applying a common ordering to at least some of the identified conversation elements in the tagged conversations;

analyzing, by the computer, the structured conversations to discover a relationship between at least two of said identified conversation elements.

2. The method of claim 1, wherein the conversation element tags comprise conversation element tags defined by a conversation policy, wherein the conversation policy defines messages and conversation states that are characteristic of the conversations.

3. The method of claim 2, wherein the conversation policy defines messages that transition the conversation state from a first conversation state defined by the conversation state to a second conversation state defined by the conversation policy.

4. The method of claim 3, wherein said tagging comprises evaluating, by a text analyzer, a portion of the conversation and, based on said evaluating, assigning an appropriate message tag to the portion.

5. The method of claim 3, wherein the conversation states include an offer pending state, an offer accept state, and an offer declined state.

6. The method of claim 1, wherein said structuring includes incorporating sequence information in the structured conversations, wherein the sequence information permits reconstruction of a chronological order of at least some of the identified elements of the conversation.

7. The method of claim 1, wherein the structured conversations are suitable for storage as a flat file database.

8. The method of claim 1, wherein one of the at least two identified conversation elements is indicative of an outcome of the corresponding conversation wherein said analyzing comprises discovering a relationship between at least one of the identified conversation elements and an outcome of the conversation.

9. The method of claim 8, further comprising generating, by the computer, a graphical display indicative of the relationship between the identified conversation elements and the conversation outcomes.

10. The method of claim 9, wherein said graphical display comprises a state diagram indicative of a successful conversation.

11. A computer program product comprising computer executable instructions, stored on a computer readable medium, for processing transactional conversations, the program product comprising:

computer code means for tagging the conversations using a plurality of conversation element tags including message tags and conversation state tags to identify elements of the conversations including messages and conversation states;

computer code means for structuring the tagged conversations by applying a common ordering to at least some of the identified conversation elements in the tagged conversations;

computer code means for analyzing the structured conversations to discover a relationship between at least two of said identified conversation elements.

12. The computer program product of claim 11, wherein the messages and converstation states are defined by a conversation policy, and further wherein the conversation policy identifies messages that transition the conversation among the conversation states.

13. The computer program product of claim 11, wherein the computer code means for tagging the conversation includes text analyzer code means for evaluating a portion of the conversation and, based on said evaluating, tagging the portion with a message tag.

14. The computer program product of claim 13;

wherein the conversation policy defines data values associated with at least some of the messages and further wherein the computer code means for analyzing the structured conversation includes computer code means for assigning data values to the structured conversation.

15. The computer program product of claim 14, wherein the conversation states include an offer pending state, an offer accept state, and an offer declined state.

16. The computer program product of claim 11 wherein the code means for structuring the tagged conversation includes computer code means for incorporating sequence information in the structured conversations wherein the sequence information permits reconstruction of a chronological order of the identified elements of the conversation.

17. The computer program product of claim 11, wherein the code means for analyzing the structured conversations comprises computer code means for discovering a relationship between at least one of the identified conversation elements and outcomes of the conversations.

18. The computer program product of claim 17, further comprising code means for displaying the relationship between at least one of the identified conversation elements and outcomes of the conversations.

19. A system for analyzing transcribed conversations, comprising:

a tagging module, including a text analyzer, to apply tags to the conversations, wherein the tags identify conversation elements recognized by a conversation policy;

a preprocessing module to produce structured conversations from the tagged conversations, each of the structured conversations sharing a common ordering of conversation elements;

an analysis module to apply to the structured conversations to identify relationships among the conversation elements;

a display module to present a graphical depiction of relationships among the conversation elements.

20. The system of claim 19, wherein the analysis module discovers relationships among at least one of the conversation elements and outcomes of the conversations.