AUTOMATED CALL SUMMARIZATION BASED ON FILTERED UTTERANCES

Systems and methods for automated summarization of customer service calls in a specialized field, such as medical services and insurance, are disclosed. Call transcripts are processed to determine the utterances and corresponding speakers in a customer service call. A feature vector is generated for...

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Hauptverfasser:	Hasan, Sheikh Sadid Al, Churgin, Matthew A, Telukuntla, Prasad
Format:	Patent
Sprache:	eng
Schlagworte:	ACOUSTICS ELECTRIC COMMUNICATION TECHNIQUE 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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creator	Hasan, Sheikh Sadid Al Churgin, Matthew A Telukuntla, Prasad
description	Systems and methods for automated summarization of customer service calls in a specialized field, such as medical services and insurance, are disclosed. Call transcripts are processed to determine the utterances and corresponding speakers in a customer service call. A feature vector is generated for each utterance and processed through a trained intent model to assign intent labels. The utterances are then filtered based on the intent labels to generate an extractive summary. The extractive summary is processed through a trained summarization model to generate a natural language summary for the customer service call.
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subjects	ACOUSTICS ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY MUSICAL INSTRUMENTS PHYSICS SPEECH ANALYSIS OR SYNTHESIS SPEECH OR AUDIO CODING OR DECODING SPEECH OR VOICE PROCESSING SPEECH RECOGNITION TELEPHONIC COMMUNICATION
title	AUTOMATED CALL SUMMARIZATION BASED ON FILTERED UTTERANCES
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