Method and apparatus for visualization of interaction categorization

摘要

A method and apparatus for visualization of call categorization, comprising steps and components for: defining or receiving a definition for one or more categories and criteria for each category; receiving or capturing interactions; categorizing the interactions into the categories; determining relations between the categories; determining layout for the categories and relations; and visualizing the layout. The method and apparatus can further comprise steps and components for extracting key-phrases, determining connections between key-phrases, connections between categories based on key-phrases, and connections between categories and key-phrases, and visualizing the categories, key-phrases and connections. The method and apparatus can further comprise steps and components for training models upon which the relations between categories and relations between key-phrases are determined.

主权项

1. A computerized method for visualization of an interaction categorization, of an at least one interaction captured within an environment, the method comprising:
capturing the at least one interaction by a computing platform executing one or more computer applications; receiving definition of at least two categories related to key-phrases and criteria for an interaction to be assigned to the at least two categories; based on the criteria, categorizing the at least one interaction to the at least two categories; determining by machine learning a category network of connections between the at least two categories;
extracting an at least one key-phrase from at least one of the at least two categories;determining a key-phrase network;determining a layout for the key-phrase network; and visualizing the category network by the key-phrases.