SYSTEM AND METHOD OF DETERMINING TOPICS OF A COMMUNICATION

Systems and methods include using a clustering engine to determine topics in a communication. An example system includes a user interface module that receives user input relating to a criteria to define a set of communications, wherein the criteria is at least one of a category, a score, a sentiment...

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Bibliographische Detailangaben
Hauptverfasser:	Wolf, Scott R, Dwyer, Michael C, Strand, Erik A, Kendrick, Scott A, Gallino, Jeffrey A, Salinas, Frank, Xue, Shaoyu
Format:	Patent
Sprache:	eng
Schlagworte:	ACOUSTICS CALCULATING COMPUTING COUNTING ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY MUSICAL INSTRUMENTS PHYSICS SPEECH ANALYSIS OR SYNTHESIS SPEECH OR AUDIO CODING OR DECODING SPEECH OR VOICE PROCESSING SPEECH RECOGNITION TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:	Systems and methods include using a clustering engine to determine topics in a communication. An example system includes a user interface module that receives user input relating to a criteria to define a set of communications, wherein the criteria is at least one of a category, a score, a sentiment, an agent, an agent grouping, a speaker, a location, an event attribute, a call center, a time of communication, or a date of communication, an acoustic analysis module that analyzes the set of communications to determine one or more acoustic characteristics of one or more communications in the set of communications, and a clustering engine that analyzes words and phrases in the set of communications and the one or more acoustic characteristics, and to determine a topic of the set of communications based on at least one commonality in words, phrases, or the one or more acoustic characteristics.