SYSTEMS AND METHODS FOR STRUCTURED CONVERSATION SUMMARIZATION

SYSTEMS AND METHODS FOR STRUCTURED CONVERSATION SUMMARIZATION

Embodiments described herein provide a structured conversation summarization framework. A user interface may be provided which allows an agent to perform a conversation with a customer, for example regarding resolving a customer support issue. Utterances by both the agent and customer may be stored,...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: Abhinkar, Sameer, Yee, Victor, Xiong, Caiming, Asur, Sitaram, Cheng, Na, Kryscinski, Wojciech, Huffman, Jacob Nathaniel, Wu, Chien-Sheng, Alexander, Zachary, Feinig, Nicholas, Harinath, Shashank, Fabbri, Alexander R
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTING
COUNTING
ELECTRIC DIGITAL DATA PROCESSING
PHYSICS
Online-Zugang:Volltext bestellen
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:Embodiments described herein provide a structured conversation summarization framework. A user interface may be provided which allows an agent to perform a conversation with a customer, for example regarding resolving a customer support issue. Utterances by both the agent and customer may be stored, and at the end of the conversation, the utterances may be used to generate a structured summary. The structured summary may include components such as a general summary, an issue summary, and a resolution summary. Using neural network models and heuristics, each component of the summary may be automatically generated.