The nature of statistical learning theory
The nature of statistical learning theory
Learning in the presence of concept drift and hidden contexts
Machine Learning
Mining high-speed data streams
Proceedings of the sixth ACM SIGKDD international conference on Knowledge discovery and data mining
Machine Learning
Detecting Concept Drift with Support Vector Machines
ICML '00 Proceedings of the Seventeenth International Conference on Machine Learning
On demand classification of data streams
Proceedings of the tenth ACM SIGKDD international conference on Knowledge discovery and data mining
Real-time telephone-based speech recognition in the Jupiter domain
ICASSP '99 Proceedings of the Acoustics, Speech, and Signal Processing, 1999. on 1999 IEEE International Conference - Volume 01
Automatic call section segmentation for contact-center calls
Proceedings of the sixteenth ACM conference on Conference on information and knowledge management
Helping satisfy multiple objectives during a service desk conversation
Proceedings of the 2008 ACM SIGMOD international conference on Management of data
How Much Noise Is Too Much: A Study in Automatic Text Classification
ICDM '07 Proceedings of the 2007 Seventh IEEE International Conference on Data Mining
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Businesses require the contact center agents to meet pre-specified customer satisfaction levels while keeping the cost of operations low or meeting sales targets, objectives that end up being complementary and difficult to achieve in real-time. In this paper, we describe a speech enabled real-time conversation management system that tracks customer-agent conversations to detect user intent (e.g. gathering information, likely to buy, etc.) that can help agents to then decide the best sequence of actions for that call. We present an entropy based decision support system that parses a text stream generated in real-time during a audio conversation and identifies the first instance at which the intent becomes distinct enough for the agent to then take subsequent actions. We provide evaluation results displaying the efficiency and effectiveness of our system.