METHOD OF ANALYZING CONVERSATIONAL TRANSCRIPTS
First Claim
1. A method for analyzing transcripts of conversation between at least two users, the method comprising:
- receiving input information from a first user via a voice call;
creating conversational transcripts from the information received from the first user;
selecting at least one defined situation from a list of defined situations;
identifying the selected situation in the conversational transcripts;
identifying a set of procedural sequences by comparing the at least one identified situation in the conversational transcripts with knowledge derived from a corpus of historical conversational transcripts; and
providing the set of procedural sequences to the first user.
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Accused Products
Abstract
Analyzing transcripts of conversation between at least two users by receiving input information from a first user via a voice call, creating conversational transcripts from the information received from the first user, selecting at least one defined situation from a list of defined situations, identifying the selected situation in the conversational transcripts, identifying a set of procedural sequences by comparing the at least one identified situation in the conversational transcripts with knowledge derived from a corpus of historical conversational transcripts; and providing the set of procedural sequences to the first user.
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Citations
21 Claims
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1. A method for analyzing transcripts of conversation between at least two users, the method comprising:
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receiving input information from a first user via a voice call; creating conversational transcripts from the information received from the first user; selecting at least one defined situation from a list of defined situations; identifying the selected situation in the conversational transcripts; identifying a set of procedural sequences by comparing the at least one identified situation in the conversational transcripts with knowledge derived from a corpus of historical conversational transcripts; and providing the set of procedural sequences to the first user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for creating a document of procedural sequences, the method comprising
receiving input information from a first user; -
creating conversational transcripts from the information received from the first user; identifying at least one defined situation in the list of defined situations from the conversational transcripts; comparing the situations with knowledge derived from historical conversational transcripts in a corpus; on negative determination creating a document comprising a set of procedural sequences; and adding the document created to a repository. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21)
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Specification