Abstract: A text mining engine running on an artificial platform is trained to perform conversation role identification, semantic analysis, summarization, language detection, etc. The text mining engine analyzes words in a transcript that represent unique characteristics of a conversation and, based on the unique characteristics and utilizing classification predictive modeling, determines a conversation role for each participant of the conversation and metadata describing the conversation such as tonality of words spoken by a participant in a particular conversation role. Outputs from the text mining engine are indexed and useful for various purposes. For instance, because the system can identify which speaker in a customer service call is likely an agent and which speaker is likely a customer, words spoken by the agent can be analyzed for compliance reasons, training agents, providing quality assurance for improving customer service, providing feedback to improve the performance of the text mining engine, etc.

Abstract: A text mining engine running on an artificial platform is trained to perform conversation role identification, semantic analysis, summarization, language detection, etc. The text mining engine analyzes words in a transcript that represent unique characteristics of a conversation and, based on the unique characteristics and utilizing classification predictive modeling, determines a conversation role for each participant of the conversation and metadata describing the conversation such as tonality of words spoken by a participant in a particular conversation role. Outputs from the text mining engine are indexed and useful for various purposes. For instance, because the system can identify which speaker in a customer service call is likely an agent and which speaker is likely a customer, words spoken by the agent can be analyzed for compliance reasons, training agents, providing quality assurance for improving customer service, providing feedback to improve the performance of the text mining engine, etc.

Abstract: A text mining engine running on an artificial platform is trained to perform conversation role identification, semantic analysis, summarization, language detection, etc. The text mining engine analyzes words in a transcript that represent unique characteristics of a conversation and, based on the unique characteristics and utilizing classification predictive modeling, determines a conversation role for each participant of the conversation and metadata describing the conversation such as tonality of words spoken by a participant in a particular conversation role. Outputs from the text mining engine are indexed and useful for various purposes. For instance, because the system can identify which speaker in a customer service call is likely an agent and which speaker is likely a customer, words spoken by the agent can be analyzed for compliance reasons, training agents, providing quality assurance for improving customer service, providing feedback to improve the performance of the text mining engine, etc.