System and method for conversation analysis
First Claim
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.
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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.
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Citations
20 Claims
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1. A computer implemented method for processing a plurality of transcribed conversations, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer program product comprising computer executable instructions, stored on a computer readable medium, for processing transactional conversations, the program product comprising:
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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. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18)
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19. A system for analyzing transcribed conversations, comprising:
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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. - View Dependent Claims (20)
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Specification