A tutorial on hidden Markov models and selected applications in speech recognition
Readings in speech recognition
A trainable document summarizer
SIGIR '95 Proceedings of the 18th annual international ACM SIGIR conference on Research and development in information retrieval
Speech Communication - Special issue on interactive voice technology for telecommunication applications (IVITA '96)
Automatic Speech Recognition: The Development of the Sphinx Recognition System
Automatic Speech Recognition: The Development of the Sphinx Recognition System
Vector-based natural language call routing
Computational Linguistics
Centroid-based summarization of multiple documents
Information Processing and Management: an International Journal
Automatic evaluation of summaries using N-gram co-occurrence statistics
NAACL '03 Proceedings of the 2003 Conference of the North American Chapter of the Association for Computational Linguistics on Human Language Technology - Volume 1
Using maximum entropy for sentence extraction
AS '02 Proceedings of the ACL-02 Workshop on Automatic Summarization - Volume 4
Partially observable Markov decision processes for spoken dialog systems
Computer Speech and Language
Noisy-OR Component Analysis and its Application to Link Analysis
The Journal of Machine Learning Research
Semi-automated logging of contact center telephone calls
Proceedings of the 17th ACM conference on Information and knowledge management
Business Intelligence from Voice of Customer
ICDE '09 Proceedings of the 2009 IEEE International Conference on Data Engineering
Correlation between ROUGE and human evaluation of extractive meeting summaries
HLT-Short '08 Proceedings of the 46th Annual Meeting of the Association for Computational Linguistics on Human Language Technologies: Short Papers
A scalable global model for summarization
ILP '09 Proceedings of the Workshop on Integer Linear Programming for Natural Langauge Processing
Analysis of listening-oriented dialogue for building listening agents
SIGDIAL '09 Proceedings of the SIGDIAL 2009 Conference: The 10th Annual Meeting of the Special Interest Group on Discourse and Dialogue
A new approach to automatic speech summarization
IEEE Transactions on Multimedia
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This paper proposes a novel extractive summarization method for contact center dialogues. We use a particular type of hidden Markov model (HMM) called Class Speaker HMM (CSHMM), which processes operator/caller utterance sequences of multiple domains simultaneously to model domain-specific utterance sequences and common (domain-wide) sequences at the same time. We applied the CSHMM to call summarization of transcripts in six different contact center domains and found that our method significantly outperforms competitive baselines based on the maximum coverage of important words using integer linear programming.