System and method for automatic call segmentation at call center
First Claim
1. A method for automatic segmentation of call transcripts into content-based call segments comprising the steps of:
- automatically detecting boundaries between utterances in call transcripts;
automatically classifying utterances into target call sections based on contents of at least one of the utterances;
automatically partitioning the call transcript into content-based call segments; and
outputting a segmented call transcript.
1 Assignment
0 Petitions
Accused Products
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.
13 Citations
24 Claims
-
1. A method for automatic segmentation of call transcripts into content-based call segments comprising the steps of:
-
automatically detecting boundaries between utterances in call transcripts; automatically classifying utterances into target call sections based on contents of at least one of the utterances; automatically partitioning the call transcript into content-based 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. A system for automatic segmentation of call transcripts into content-based call segments comprising:
-
a segmentator component for automatically detecting boundaries between utterances in the call transcripts, for automatically classifying utterances into target call sections based on contents of at least one of the utterances, 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 (17, 18, 19, 20)
-
-
21. A method for training a system to perform automatic segmentation of call transcripts comprising the steps of:
-
providing at least one training transcript with content-based annotated call sections; normalizing the at least one training transcript; and performing statistical analysis on the at least one training transcript to pre-define features found in call sections of the at least one training transcript and compute statistics for pre-defined features. - View Dependent Claims (22)
-
-
23. Apparatus for training a system to perform automatic segmentation of call transcripts comprising:
-
a normalization component for obtaining at least one training transcript with content-based 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 to pre-define features found it call sections of the at least one training transcript and to compute statistics for pre-defined features. - View Dependent Claims (24)
-
Specification