发明名称 METHODS AND SYSTEMS FOR AUTOMATIC ANALYSIS OF CONVERSATIONS BETWEEN CUSTOMER CARE AGENTS AND CUSTOMERS
摘要 The technical solution under the present disclosure automatically analyzes conversations between users by receiving a training dataset having a text sequence including sentences of a conversation between the users; extracting feature(s) from the training dataset based on features; providing equation(s) for a plurality of tasks, the equation(s) being a mathematical function for calculating value of a parameter for each of the tasks based on the extracted feature; determining value of the parameter for tasks by processing the equation(s); assigning label(s) to each of the sentences based on the determined value of the parameter, a first label being selected from a plurality of first labels, and a second label being selected from a number of second labels; and storing and maintaining with the database a pre-defined value of the parameter, first labels, conversations, second labels, a test dataset, equation(s), and pre-defined features.
申请公布号 US2016162474(A1) 申请公布日期 2016.06.09
申请号 US201414564170 申请日期 2014.12.09
申请人 XEROX CORPORATION 发明人 Agarwal Arvind;Kataria Saurabh;Sun Tong;Bhatia Sumit
分类号 G06F17/28;G06F17/27 主分类号 G06F17/28
代理机构 代理人
主权项 1. A method for automatically analyzing conversations between a plurality of users, the method comprising: receiving, by a data collecting module, a training dataset having a natural language text sequence including a plurality of sentences of a conversation between the plurality of users, each of the plurality of sentences includes a number of words; extracting, by a feature extracting module, at least one feature from the training dataset based on a plurality of pre-defined features stored in a database; providing, by a parameter determining module, at least one equation for each of a plurality of tasks, the at least one equation being a mathematical function capable of calculating value of at least one parameter for each of the plurality of tasks based on the extracted at least one feature for the plurality of tasks; determining, by the parameter determining module, a value of the at least one parameter for each of the plurality of tasks by processing the at least one equation of the plurality of tasks; assigning, by a labeling module, one or more labels to each of the plurality of sentences based on the determined value of the at least one parameter, wherein a first label of the one or more labels is selected from a plurality of first labels and a second label of the one or more labels is selected from a plurality of second labels; and storing and maintaining, in a database, a pre-defined value of the at least one parameter, the plurality of first labels, a plurality of conversation, the plurality of second labels, a test dataset, the at least one equation, and the plurality of pre-defined features, wherein the test dataset includes a pre-defined set of sentences including at least one word.
地址 Norwalk CT US