SYSTEM AND METHOD FOR AUTOMATIC CALL SEGMENTATION AT CALL CENTER
First Claim
1. A method for automatic segmentation of call transcripts comprising the steps of:
- automatically classifying utterances into target call sections;
automatically partitioning the call transcript into call segments; and
outputting a segmented call transcript.
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Abstract
A system and method for automatic call segmentation including steps and means for automatically detecting boundaries between utterances in the call transcripts; automatically classifying utterances into target call sections; automatically partitioning the call transcript into call segments; and outputting a segmented call transcript. A training method and apparatus for training the system to perform automatic call segmentation includes steps and means for providing at least one training transcript with annotated call sections; normalizing the at least one training transcript; and performing statistical analysis on the at least one training transcript.
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Citations
25 Claims
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1. A method for automatic segmentation of call transcripts comprising the steps of:
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automatically classifying utterances into target call sections; automatically partitioning the call transcript into call segments; and outputting a segmented call transcript. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system for automatic segmentation of call transcripts comprising:
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a segmentator component for automatically detecting boundaries between utterances in the call transcripts, for automatically classifying utterances into target call sections, and for automatically partitioning the call transcript into call segments; and an annotator component for annotating the call transcript and for outputting a segmented call transcript. - View Dependent Claims (18, 19, 20, 21)
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22. A method for training a system to perform automatic segmentation of call transcripts comprising the steps of:
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providing at least one training transcript with annotated call sections; normalizing the at least one training transcript; and performing statistical analysis on the at least one training transcript. - View Dependent Claims (23)
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24. Apparatus for training a system to perform automatic segmentation of call transcripts comprising:
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a normalization component for obtaining at least one training transcript with annotated call sections and normalizing the at least one training transcript; and a statistical analysis component for performing statistical analysis on the at least one training transcript. - View Dependent Claims (25)
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Specification