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Methods and systems for automatic analysis of conversations between customer care agents and customers
专利权人:
Conduent Business Services, LLC
发明人:
Agarwal Arvind,Kataria Saurabh,Sun Tong,Bhatia Sumit
申请号:
US201414564170
公开号:
US9645994(B2)
申请日:
2014.12.09
申请国别(地区):
美国
年份:
2017
代理人:
Jones Robb PLLC
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.
来源网站:
中国工程科技知识中心
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http://www.ckcest.cn/home/

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