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,...
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| creator | 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 |
| description | 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. |
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| subjects | CALCULATING COMPUTING COUNTING ELECTRIC DIGITAL DATA PROCESSING PHYSICS |
| title | SYSTEMS AND METHODS FOR STRUCTURED CONVERSATION SUMMARIZATION |
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