Methods and systems to train classification models to classify conversations

• US 10,409,913 B2
• Filed: 10/01/2015
• Issued: 09/10/2019
• Est. Priority Date: 10/01/2015
• Status: Active Grant

• Current Assignee: Conduent Business Services, LLC (Conduent, Inc.)
• Original Assignee: Conduent Business Services, LLC (Conduent, Inc.)
• Inventors: Bhatt, Himanshu Sharad, Roy, Shourya, Patra, Tanmoy
• Primary Examiner(s): Baker, Matthew H
• Application Number:
  US14/872,258
• Publication Number:
  US 20170098443A1
• Time in Patent Office: 1,440 Days
• CPC Class Codes: G06F 16/35 Clustering; Classification
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence

Abstract

Methods and systems for training a conversation-classification model are disclosed. A first set of conversations in a source domain and a second set of conversation in a target domain are received. Each of the first set of conversations has an associated predetermined tag. One or more features are extracted from the first set of conversations and from the second set of conversations. Based on the similarity of content in the first set of conversations and the second set of conversations, a first weight is assigned to each conversation of the first set of conversations. Further, a second weight is assigned to the one or more features of the first set of conversations based on the similarity of the one or more features of the first set of conversations and of the second set of conversations. A conversation-classification model is trained based on the first weight and the second weight.

Claims

1. A method for training a conversation classification model, the method comprising:

receiving, by a transceiver, a first set of conversations corresponding to a source domain and a second set of conversations corresponding to a target domain,

wherein each conversation in the first set of conversations has one or more predetermined tags,

wherein at least one of the one or more predetermined tags corresponds to a status of the first set of conversations,

wherein the source domain corresponds to a first technical or business field for which the one or more predetermined tags are associated and the target domain correspond to a second technical or business field, different from the first technical or business field, for which tags are not associated, and

wherein each conversation in the first set of conversations and each conversation in the second set of conversations comprises an audio conversation;

generating, by one or more processors, a transcript for each conversation in the first set of conversations and a transcript for each conversation in the second set of conversations based on a speech-to-text conversion technique;

extracting, by the one or more processors, one or more features from the transcript of each of the first set of conversations and the second set of conversations;

assigning, by the one or more processors, a first weight to each conversation in the first set of conversations based on at least a similarity between content of the first set of conversations and content of the second set of conversations, wherein the similarity of the content is determined based on the one or more features extracted from the transcripts of the first set of conversations and the second set of conversations, and based on a ratio defined as;

2. The method of claim 1, wherein the first set of conversations and the second set of conversations comprises text conversations.

3. The method of claim 1, further comprising identifying, by the one or more processors, one or more conversations from the first set of conversations based on the determined similarity between the first set of conversations and the second set of conversations, wherein a value of the first weight assigned to the one or more conversations is higher in comparison to the first weight assigned to other conversations in the first set of conversations.

4. The method of claim 1, wherein the one or more features comprise at least a count of n-gram words in a conversation, a position of a segment in a thread, a position of a segment in a message, a sender of a message, an email of said sender, a count of letters in uppercase, a count of punctuations in the conversation, a measure of positive sentiment, and a measure of a negative sentiment.

5. The method of claim 1, wherein the second weight is assigned to the one or more features such that a feature of the first set of conversations similar to a feature of the second set of conversations is assigned a higher value in comparison to other features in the one or more features of the first set of conversations.

6. The method of claim 1, wherein the at least one of the one or more predetermined tags corresponds to at least one of an open category, a solved category, a closed category or a change channel category.

7. The method of claim 1, wherein each conversation of the second set of conversations of the target domain is not assigned the one or more predetermined tags.

8. The method of claim 1, further comprising transmitting, by the one or more processors, a notification to a first user in the conversation, through a user-computing device, based on the at least one of the one or more predetermined tags to the new conversations in the second set of conversations, wherein the notification corresponds to a recommendation of an action to be performed by the first user.

9. A system for training a conversation classification model, said system comprising:

a transceiver configured to;

receive a first set of conversations corresponding to a source domain and a second set of conversations corresponding to a target domain,

wherein each conversation in the first set of conversations has one or more predetermined tags,

wherein at least one of the one or more predetermined tags corresponds to a status of the first set of conversations,

wherein the source domain corresponds to a first technical or business field for which the one or more predetermined tags are associated and the target domain correspond to a second technical or business field, different from the first technical or business field, for which tags are not associated, and

wherein each conversation in the first set of conversations and each conversation in the second set of conversations comprises an audio conversation; and

one or more processors configured to;

generate a transcript for each conversation in the first set of conversations and the second set of conversations based on a speech-to-text conversion technique;

extract one or more features from the transcript of the first set of conversations and from the transcript of the second set of conversations,

assign a first weight to each conversation in the first set of conversations based on at least a similarity between content of the first set of conversations and content of the second set of conversations, wherein the similarity of the content is determined based on the one or more features extracted from the transcript of the first set of conversations and from the transcript of the second set of conversations, and based on a ratio defined as;

10. The system of claim 9, wherein the first set of conversations and the second set of conversations comprises text conversations.

11. The system of claim 10, wherein the one or more processors are further configured to:

identify one or more conversations from the first set of conversations based on the determined similarity between the first set of conversations and the second set of conversations, wherein a value of the first weight assigned to the one or more conversations is higher in comparison to the first weight assigned to other conversations in the first set of conversations.

12. The system of claim 9, wherein the one or more features comprise at least a count of n-gram words in a conversation, a position of a segment in a thread, a position of a segment in a message, a sender of a message, an email of the sender, a count of letters in uppercase, a count of punctuations in the conversation, a measure of positive sentiment, and a measure of negative sentiment.

13. The system of claim 9, wherein the second weight is assigned to the one or more features such that a feature of the first set of conversations similar to a feature of the second set of conversations is assigned a higher value in comparison to other features in the one or more features of the first set of conversations.

14. The system of claim 9, wherein the at least one of the one or more predetermined tags corresponds to at least one of an open category, a solved category, a closed category or a change channel category.

15. The system of claim 9, wherein each conversation of the second set of conversations of the target domain is not assigned the one or more predetermined tags.

16. A computer program product for use with a computing device, the computer program product comprising a non-transitory computer readable medium, the non-transitory computer readable medium storing a computer program code for training a conversation classification model, the computer program code being executable by one or more processors in the computing device to:

receive a first set of conversations corresponding to a source domain and a second set of conversations corresponding to a target domain,

wherein each conversation in the first set of conversations has one or more predetermined tags,

wherein at least one of the one or more predetermined tags corresponds to a status of the first set of conversations,

wherein the source domain corresponds to a first technical or business field for which the one or more predetermined tags are associated and the target domain correspond to a second technical or business field, different from the first technical or business field, for which tags are not associated, and

wherein each conversation in the first set of conversations and each conversation in the second set of conversations comprises an audio conversation;

generate a transcript for each conversation in the first set of conversations and each conversation in the second set of conversations based on a speech-to-text conversion technique;

extract one or more features from the transcripts of each of the first set of conversations and the second set of conversations;

assign a first weight to each conversation in the first set of conversations based on at least a similarity between content of the first set of conversations and content of the second set of conversations, wherein the similarity of the content is determined based on the extracted one or more features of each of the first set of conversations and the second set of conversations, and based on a ratio defined as;