TAILIEUCHUNG - Báo cáo khoa học: "Automatic Generation of Domain Models for Call Centers from Noisy Transcriptions"

Call centers handle customer queries from various domains such as computer sales and support, mobile phones, car rental, etc. Each such domain generally has a domain model which is essential to handle customer complaints. These models contain common problem categories, typical customer issues and their solutions, greeting styles. Currently these models are manually created over time. | Automatic Generation of Domain Models for Call Centers from Noisy Transcriptions Shourya Roy and L Venkata Subramaniam IBM Research India Research Lab IIT Delhi Block-1 New Delhi 110016 India rshourya lvsubram@ Abstract Call centers handle customer queries from various domains such as computer sales and support mobile phones car rental etc. Each such domain generally has a domain model which is essential to handle customer complaints. These models contain common problem categories typical customer issues and their solutions greeting styles. Currently these models are manually created over time. Towards this we propose an unsupervised technique to generate domain models automatically from call transcriptions. We use a state of the art Automatic Speech Recognition system to transcribe the calls between agents and customers which still results in high word error rates 40 and show that even from these noisy transcriptions of calls we can automatically build a domain model. The domain model is comprised of primarily a topic taxonomy where every node is characterized by topic s typical Questions-Answers Q As typical actions and call statistics. We show how such a domain model can be used for topic identification of unseen calls. We also propose applications for aiding agents while handling calls and for agent monitoring based on the domain model. 1 Introduction Call center is a general term for help desks information lines and customer service centers. Many companies today operate call centers to handle customer issues. It includes dialog-based both voice and online chat and email support a user receives from a professional agent. Call centers have become a central focus of most companies as they allow them to be in direct contact with their customers to solve product-related and services-related issues and also for grievance redress. A typical call center agent handles over a hundred calls in a day. Gigabytes of data is produced every day in the form of speech

• Báo cáo khoa học
• Automatic Generation of Domain Models
• Call Centers
• Noisy Transcriptions
• báo cáo khoa học
• mô hình ngôn ngữ
• xử lý ngôn ngữ tự nhiên
• Bài giảng Xử lý ngôn ngữ tự nhiên
• Ngôn ngữ tự nhiên
• Kỹ thuật lập trình
• Xử lý nhập nhằng ngữ nghĩa
• Xử lý ngữ nghĩa
• Xử lý ngôn ngữ
• Natural Language Processing
• Ngôn ngữ lập trình
• Nhập nhằng cấu trúc
• Tri thức về ngôn ngữ
• Mô hình n gram
• Dịch máy
• Phương pháp dịch máy
• Hiểu ngôn ngữ
• Phân tích ngữ nghĩa
• Phân loại tin tự động
• Biểu diễn vị từ
• Thuộc tính về sự kiện
• Thuộc tính về sự kiện
• Mô hình ngôn ngữ Google Book N grams
• Mô hình ngôn ngữ KenLM
• Phương pháp làm mịn
• Tách từ tiếng Việt
• Gán nhãn từ loại
• Phân tích cú pháp
• Nghĩa từ vựng
• Phân giải nhập nhằng từ
• Phân loại văn bản
• Lexical chain
• Phản hồi thông tin
• Bài toán PTCP
• Cấu trúc ngữ pháp
• Phân tích cú pháp xác suất
• CKY kết hợp xác suất
• Văn phạm phi ngữ cảnh xác suất
• Hình thái học