System and method for extracting a specific situation from a conversation

摘要

A system, method, and computer readable article of manufacture for extracting a specific situation in a conversation. The system includes: an acquisition unit for acquiring speech voice data of speakers in the conversation; a specific expression detection unit for detecting the speech voice data of a specific expression from speech voice data of a specific speaker in the conversation; and a specific situation extraction unit for extracting, from the speech voice data of the speakers in the conversation, a portion of the speech voice data that forms a speech pattern that includes the speech voice data of the specific expression detected by the specific expression detection unit.

主权项

1. A system for extracting a specific situation in a conversation, comprising:
a processor; and a memory with computer code instructions stored thereon, the processor and the memory, with the computer code instructions being configured to implement:
an acquisition unit for acquiring speech voice data of speakers in the conversation, the voice acquisition unit acquiring the voice data from at least one of recorded audio data and a telephone line, the speakers including a client and an agent;a voice separation unit for identifying a specific speaker from the speech voice data of the conversation acquired by the acquisition unit, the specific speaker being one of the client and the agent;a specific expression detection unit for detecting the speech voice data of a specific expression from speech voice data of the specific speaker in the conversation, the specific expression including at least one keyword; anda specific situation extraction unit for automatically identifying a speech pattern that includes speech voice data of the specific expression, extracting, from the speech voice data of the speakers in the conversation, a portion of the speech voice data that includes a combination of the speech pattern and the speech voice data of the specific expression detected by the specific expression detection unit and wherein characteristics of the speech pattern in the portion meet certain conditions, the specific situation extraction unit for further determining whether a portion of the conversation that includes the speech voice data of the specific expression forms the speech pattern according to a difference in speech time between (i) the specific expression spoken by the specific speaker and (ii) the speech segment immediately before the specific expression spoken by the specific speaker and presenting the extracted portion for analysis.