Abstract: A method and an apparatus for detecting an incongruity in a speech, for example, in a conversation between a customer and an agent of a call center, or any other speech is provided. The method includes a processor comparing a sentiment score and an emotion score of a portion of a speech. The sentiment scores are based on the text in the portion, while the emotion scores are based on the tonal data of the portion, and the processor identifies an incongruity if the sentiment score does not correlate with the emotion score.

Abstract: A method and apparatus for active learning based call categorization include a method for categorizing a call automatically. The method includes generating a plurality of first scores corresponding to a plurality of first parameter candidates and a plurality of second scores corresponding to a plurality of second parameter candidates, based on at least one of a transcript of a call between a customer and an agent, or a CRM data associated with the call. The method further includes determining at least one first parameter from the plurality of first parameter candidates based on the plurality of first scores, and determining at least one second parameter from the plurality of second parameter candidates based on the plurality of second scores.