Robust numeric recognition in spoken language dialogue
Speech Communication - Special issue on noise robust ASR
Automatic summarization of open-domain multiparty dialogues in diverse genres
Computational Linguistics - Summarization
Natural Language Engineering
Automatic summarization of voicemail messages using lexical and prosodic features
ACM Transactions on Speech and Language Processing (TSLP)
Automatic analysis of call-center conversations
Proceedings of the 14th ACM international conference on Information and knowledge management
Learning extraction patterns for subjective expressions
EMNLP '03 Proceedings of the 2003 conference on Empirical methods in natural language processing
Automatic generation of domain models for call centers from noisy transcriptions
ACL-44 Proceedings of the 21st International Conference on Computational Linguistics and the 44th annual meeting of the Association for Computational Linguistics
Incorporating speaker and discourse features into speech summarization
HLT-NAACL '06 Proceedings of the main conference on Human Language Technology Conference of the North American Chapter of the Association of Computational Linguistics
Automated quality monitoring for call centers using speech and NLP technologies
NAACL-Demonstrations '06 Proceedings of the 2006 Conference of the North American Chapter of the Association for Computational Linguistics on Human Language Technology: companion volume: demonstrations
A statistical approach to automatic speech summarization
EURASIP Journal on Applied Signal Processing
Automatic call section segmentation for contact-center calls
Proceedings of the sixteenth ACM conference on Conference on information and knowledge management
Summarizing speech without text using hidden Markov models
NAACL-Short '06 Proceedings of the Human Language Technology Conference of the NAACL, Companion Volume: Short Papers
Automatically generating extraction patterns from untagged text
AAAI'96 Proceedings of the thirteenth national conference on Artificial intelligence - Volume 2
Proceedings of the 18th ACM conference on Information and knowledge management
COLING '10 Proceedings of the 23rd International Conference on Computational Linguistics: Posters
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Modern businesses use contact centers as a communication channel with users of their products and services. The largest factor in the expense of running a telephone contact center is the labor cost of its agents. IBM Research has built a new system, Contact-Center Agent Buddies (CAB), which is designed to help reduce the average handle time (AHT) for customer calls, thereby also reducing their cost. In this paper, we focus on the call logging subsystem, which helps agents reduce the time they spend documenting those calls. We built a Template CAB and a Call Logging CAB, using a pipeline consisting of audio capture of a telephone conversation, automatic speech recognition, text analysis, and log generation. We developed techniques for ASR text cleansing, including normalization of expressions and acronyms, domain terms, capitalization, and boundaries for sentences, paragraphs, and call segments. We found that simple heuristics suffice to generate high-quality logs from the normalized sentences. The pipeline yields a candidate call log which the agents can edit in less time than it takes them to generate call logs manually. Evaluation of the Call Logging CAB in an industrial contact center environment shows that it reduces the amount of time agents spend logging calls by at least 50% without compromising the quality of the resulting call documentation.