Using information extraction and natural language generation to answer e-mail
Data & Knowledge Engineering
Perspectives on Information Retrieval and Speech
Information Retrieval Techniques for Speech Applications [this book is based on the workshop “Information Retrieval Techniques for Speech Applications”, held as part of the 24th Annual International ACM SIGIR Conference on Research and Development in Information Retrieval in New Orleans, USA, in September 2001].
eResponder: Electronic Question Responder
CooplS '02 Proceedings of the 7th International Conference on Cooperative Information Systems
Bursty and hierarchical structure in streams
Proceedings of the eighth ACM SIGKDD international conference on Knowledge discovery and data mining
A Spoken Language System for Automated Call Routing
ICASSP '97 Proceedings of the 1997 IEEE International Conference on Acoustics, Speech, and Signal Processing (ICASSP '97)-Volume 2 - Volume 2
Vector-based natural language call routing
Computational Linguistics
Message classification in the call center
ANLC '00 Proceedings of the sixth conference on Applied natural language processing
Natural Language Engineering
Spoken document retrieval from call-center conversations
SIGIR '06 Proceedings of the 29th annual international ACM SIGIR conference on Research and development in information retrieval
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
Automatic call section segmentation for contact-center calls
Proceedings of the sixteenth ACM conference on Conference on information and knowledge management
Semi-automated logging of contact center telephone calls
Proceedings of the 17th ACM conference on Information and knowledge management
Identification of class specific discourse patterns
Proceedings of the 17th ACM conference on Information and knowledge management
Getting insights from the voices of customers: Conversation mining at a contact center
Information Sciences: an International Journal
Relative rank statistics for dialog analysis
EMNLP '08 Proceedings of the Conference on Empirical Methods in Natural Language Processing
Faceted search and browsing of audio content on spoken web
CIKM '10 Proceedings of the 19th ACM international conference on Information and knowledge management
Two-stream indexing for spoken web search
Proceedings of the 20th international conference companion on World wide web
Social ranking for spoken web search
Proceedings of the 20th ACM international conference on Information and knowledge management
Paralinguistics in speech and language-State-of-the-art and the challenge
Computer Speech and Language
Mining automatic speech transcripts for the retrieval of problematic calls
CICLing'13 Proceedings of the 14th international conference on Computational Linguistics and Intelligent Text Processing - Volume 2
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We describe a system for automating call-center analysis and monitoring. Our system integrates transcription of incoming calls with analysis of their content; for the analysis, we introduce a novel method of estimating the domain-specific importance of conversation fragments, based on divergence of corpus statistics. Combining this method with Information Retrieval approaches, we provide knowledge-mining tools both for the call-center agents and for administrators of the center.