SYSTEM AND METHOD FOR CALLER INTENT LABELING OF THE CALL-CENTER CONVERSATIONS
First Claim
1. A method of labeling sentences for presentation to a human, the method comprising:
- in a processor;
selecting an intent bearing excerpt from sentences stored in a database;
presenting the intent bearing excerpt to the human; and
enabling the human to apply a label to each sentence based on the presentation of the intent bearing excerpt, the label being stored in a field of the database corresponding to the respective sentence.
1 Assignment
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Accused Products
Abstract
Labeling a call, for instance by identifying an intent (i.e., the reason why the caller has called into the call center), of a caller in a conversation between a caller and an agent is a useful task for efficient customer relationship management (CRM). In an embodiment, a method of labeling sentences for presentation to a human can include selecting an intent bearing excerpt from sentences, presenting the intent bearing excerpt to the human, and enabling the human to apply a label to each sentence based on the presentation of the intent bearing excerpt. The method can reduce a manual labeling budget while increasing the accuracy of labeling models based on manual labeling.
23 Citations
20 Claims
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1. A method of labeling sentences for presentation to a human, the method comprising:
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in a processor; selecting an intent bearing excerpt from sentences stored in a database; presenting the intent bearing excerpt to the human; and enabling the human to apply a label to each sentence based on the presentation of the intent bearing excerpt, the label being stored in a field of the database corresponding to the respective sentence. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for labeling sentences for presentation to a human, the system comprising:
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a selection module configured to select an intent bearing excerpt from sentences stored in a database; a presentation module configured to present the intent bearing excerpt to the human; and a labeling module configured to enable the human to apply a label to each sentence based on the presentation of the intent bearing excerpt, the label being stored in a field of the database corresponding to the respective sentence. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A non-transitory computer-readable medium configured to store instructions for labeling sentences for presentation to a human, the instructions, when loaded and executed by a processor, causes the processor to:
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select an intent bearing excerpt from sentences in a database; present the intent bearing excerpt to the human; and enable the human to apply a label to each sentence based on the presentation of the intent bearing excerpt, the label being stored in a field of the database corresponding to the respective sentence.
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Specification