Abstract: A faster and more streamlined system for providing summary and analysis of large amounts of communication data is described. System and methods are disclosed that employ an ontology to automatically summarize communication data and present the summary to the user in a form that does not require the user to listen to the communication data. In one embodiment, the summary is presented as written snippets, or short fragments, of relevant communication data that capture the meaning of the data relating to a search performed by the user. Such snippets may be based on theme and meaning unit identification.

Abstract: Systems, methods, and media for the automated removal of private information are provided herein. In an example implementation, a method for automatic removal of private information may include: receiving a transcript of communication data; applying a private information rule to the transcript in order to identify private information in the transcript; tagging the identified private information with a tag comprising an identification of the private information; applying a complicate rule to the tagged transcript in order to evaluate a compliance of the transcript with privacy standards; removing the identified private information from the transcript to produce a redacted transaction; and storing the redacted transcript.

Abstract: A faster and more streamlined system for providing summary and analysis of large amounts of communication data is described. System and methods are disclosed that employ an ontology to automatically summarize communication data and present the summary to the user in a form that does not require the user to listen to the communication data. In one embodiment, the summary is presented as written snippets, or short fragments, of relevant communication data that capture the meaning of the data relating to a search performed by the user. Such snippets may be based on theme and meaning unit identification.

Abstract: A faster and more streamlined system for providing summary and analysis of large amounts of communication data is described. System and methods are disclosed that employ an ontology to automatically summarize communication data and present the summary to the user in a form that does not require the user to listen to the communication data. In one embodiment, the summary is presented as written snippets, or short fragments, of relevant communication data that capture the meaning of the data relating to a search performed by the user. Such snippets may be based on theme and meaning unit identification.

Abstract: Systems, methods, and media for the automated removal of private information are provided herein. In an example implementation, a method for automatic removal of private information may include: receiving a transcript of communication data; applying a private information rule to the transcript in order to identify private information in the transcript; tagging the identified private information with a tag comprising an identification of the private information; applying a complicate rule to the tagged transcript in order to evaluate a compliance of the transcript with privacy standards; removing the identified private information from the transcript to produce a redacted transaction; and storing the redacted transcript.

Abstract: Systems, methods, and media for the automated removal of private information are provided herein. In an example implementation, a method for automatic removal of private information may include: receiving a transcript of communication data; applying a private information rule to the transcript in order to identify private information in the transcript; tagging the identified private information with a tag comprising an identification of the private information; applying a complicate rule to the tagged transcript in order to evaluate a compliance of the transcript with privacy standards; removing the identified private information from the transcript to produce a redacted transaction; and storing the redacted transcript.

Abstract: A faster and more streamlined system for providing summary and analysis of large amounts of communication data is described. System and methods are disclosed that employ an ontology to automatically summarize communication data and present the summary to the user in a form that does not require the user to listen to the communication data. In one embodiment, the summary is presented as written snippets, or short fragments, of relevant communication data that capture the meaning of the data relating to a search performed by the user. Such snippets may be based on theme and meaning unit identification.

Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

Abstract: A faster and more streamlined system for providing summary and analysis of large amounts of communication data is described. System and methods are disclosed that employ an ontology to automatically summarize communication data and present the summary to the user in a form that does not require the user to listen to the communication data. In one embodiment, the summary is presented as written snippets, or short fragments, of relevant communication data that capture the meaning of the data relating to a search performed by the user. Such snippets may be based on theme and meaning unit identification.

Abstract: Systems, methods, and media for the automated removal of private information are provided herein. In an example implementation, a method for automatic removal of private information may include: receiving a transcript of communication data; applying a private information rule to the transcript in order to identify private information in the transcript; tagging the identified private information with a tag comprising an identification of the private information; applying a complicate rule to the tagged transcript in order to evaluate a compliance of the transcript with privacy standards; removing the identified private information from the transcript to produce a redacted transaction; and storing the redacted transcript.

Abstract: Systems, methods, and media for the automated removal of private information are provided herein. In an example implementation, a method for automatic removal of private information may include: receiving a transcript of communication data; applying a private information rule to the transcript in order to identify private information in the transcript; tagging the identified private information with a tag comprising an identification of the private information; applying a complicate rule to the tagged transcript in order to evaluate a compliance of the transcript with privacy standards; removing the identified private information from the transcript to produce a redacted transaction; and storing the redacted transcript.

Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

Abstract: Machine learning-based methods to improve the knowledge extraction process in a specific domain or business environment, and then provides that extracted knowledge in a word cloud user interface display capable of summarizing and conveying a vast amount of information to a user very quickly. Based on the self-training mechanism developed by the inventors, the ontology programming automatically trains itself to understand the domain or environment of the communication data by processing and analyzing a defined corpus of communication data. The developed ontology can be applied to process a dataset of communication information to create a word cloud that can provide a quick view into the content of the dataset, including information about the language used by participants in the communications, such as identifying for a user key phrases and terms, the frequency of those phrases, the originator of the terms of phrases, and the confidence levels of such identifications.

Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

Abstract: Machine learning-based methods to improve the knowledge extraction process in a specific domain or business environment, and then provides that extracted knowledge in a word cloud user interface display capable of summarizing and conveying a vast amount of information to a user very quickly. Based on the self-training mechanism developed by the inventors, the ontology programming automatically trains itself to understand the domain or environment of the communication data by processing and analyzing a defined corpus of communication data. The developed ontology can be applied to process a dataset of communication information to create a word cloud that can provide a quick view into the content of the dataset, including information about the language used by participants in the communications, such as identifying for a user key phrases and terms, the frequency of those phrases, the originator of the terms of phrases, and the confidence levels of such identifications.

Abstract: Systems, methods, and media for the automated removal of private information are provided herein. In an example implementation, a method for automatic removal of private information may include: receiving a transcript of communication data; applying a private information rule to the transcript in order to identify private information in the transcript; tagging the identified private information with a tag comprising an identification of the private information; applying a complicate rule to the tagged transcript in order to evaluate a compliance of the transcript with privacy standards; removing the identified private information from the transcript to produce a redacted transaction; and storing the redacted transcript.

Abstract: A faster and more streamlined system for providing summary and analysis of large amounts of communication data is described. System and methods are disclosed that employ an ontology to automatically summarize communication data and present the summary to the user in a form that does not require the user to listen to the communication data. In one embodiment, the summary is presented as written snippets, or short fragments, of relevant communication data that capture the meaning of the data relating to a search performed by the user. Such snippets may be based on theme and meaning unit identification.

Abstract: A method for automatically providing a plurality of additional database query terms comprising receiving a first query term from a user, receiving a plurality of characters from the user, wherein the plurality of characters is only a portion of a second query term, and selecting a set of records from a database based on the query term, wherein the database comprises records which comprise text translated from audio. The method also determines a plurality of additional query terms based on the plurality of characters, and, for at least one of the plurality of additional query terms, processes at least a portion of the set of records to determine a relevance of the additional query term. Finally, the method includes displaying at least one of the plurality of additional query terms to the user for selection based on the relevance of at least one of the plurality of additional query terms.

Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

Abstract: A method for automatically providing a plurality of additional database query terms to a user is provided. The method comprises receiving a query term from a user, receiving a plurality of characters from the user in addition to the query term, and selecting a set of records from a database based on the query term, wherein the database comprises records, and the records comprise text translated from audio. The method also determines a plurality of additional query terms based on the plurality of characters, and, for at least one of the plurality of additional query terms, processes at least a portion of the set of records to determine a relevance of the additional query term. Finally, the method includes displaying at least one of the plurality of additional query terms to the user for selection, the display based on the relevance of the at least one of the plurality of additional query terms.