System and Method for Identification of Intent Segment(s) in Caller-Agent Conversations
First Claim
1. A method of identifying at least one intent-bearing utterance in a conversation, the method comprising:
- determining at least one feature for each utterance among a subset of utterances of the conversation;
classifying each utterance among the subset of utterances, using a classifier, as an intent classification or a non-intent classification based at least in part on a subset of the at least one determined feature; and
selecting at least one utterance, with intent classification, as an intent-bearing utterance based at least in part on classification results by the classifier.
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Accused Products
Abstract
Identification of an intent of a conversation can be useful for real-time or post-processing purposes. According to example embodiments, a method, and corresponding apparatus of identifying at least one intent-bearing utterance in a conversation, comprises determining at least one feature for each utterance among a subset of utterances of the conversation; classifying each utterance among the subset of utterances, using a classifier, as an intent classification or a non-intent classification based at least in part on a subset of the at least one determined feature; and selecting at least one utterance, with intent classification, as an intent-bearing utterance based at least in part on classification results by the classifier. Through identification of an intent bearing utterance, a call center for example, can provide improved service for callers through, for example, more effective directing of a call to a live agent.
168 Citations
19 Claims
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1. A method of identifying at least one intent-bearing utterance in a conversation, the method comprising:
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determining at least one feature for each utterance among a subset of utterances of the conversation; classifying each utterance among the subset of utterances, using a classifier, as an intent classification or a non-intent classification based at least in part on a subset of the at least one determined feature; and selecting at least one utterance, with intent classification, as an intent-bearing utterance based at least in part on classification results by the classifier. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An apparatus for identifying at least one intent-bearing utterance in a conversation, the apparatus comprising:
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a memory with computer code instructions stored thereon; and a processor, the memory, with the computer code instructions, and the processor being configured to; determine at least one feature for each utterance among a subset of utterances of the conversation; classify each utterance among the subset of utterances, using a classifier, as an intent classification or a non-intent classification based at least in part on a subset of the at least one determined feature; and select at least one utterance, with intent classification, as an intent-bearing utterance based at least in part on classification results by the classifier. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A non-transitory computer-readable medium for identifying at least one intent-bearing utterance in a conversation, the non-transitory computer-readable medium includes computer code stored thereon, the computer code when executed by a processor causes an apparatus to perform at least the following:
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determining at least one feature for each utterance among a subset of utterances of the conversation; classifying each utterance among the subset of utterances, using a classifier, as an intent classification or a non-intent classification based at least in part on a subset of the at least one determined feature; and selecting at least one utterance, with intent classification, as an intent-bearing utterance based at least in part on classification results by the classifier. - View Dependent Claims (18, 19)
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Specification