Abstract: The subject matter discloses a method for detection and analysis of first contact resolution failures comprising: obtaining a first plurality of digital representations, each digital representation of the first plurality is associated with a contact center interaction; determining a pair of digital representations that represent a pair of contact center interactions determined from the first plurality of digital representations according to metadata associated with the pair of contact center interactions; determining topics of each interaction of the determined pair of contact center interactions represented by the pair of digital representations; classifying the pair of contact center interactions as first contact resolution failure or first contact resolution interactions pair.

Abstract: A system and method for adapting a language model to a specific environment by receiving interactions captured the specific environment, generating a collection of documents from documents retrieved from external resources, detecting in the collection of documents terms related to the environment that are not included in an initial language model and adapting the initial language model to include the terms detected.

Abstract: The subject matter discloses a method for detection and analysis of first contact resolution failures comprising: obtaining a first plurality of digital representations, each digital representation of the first plurality is associated with a contact center interaction; determining a pair of digital representations that represent a pair of contact center interactions determined from the first plurality of digital representations according to metadata associated with the pair of contact center interactions; determining topics of each interaction of the determined pair of contact center interactions represented by the pair of digital representations; classifying the pair of contact center interactions as first contact resolution failure or first contact resolution interactions pair.

Abstract: A system and method for adapting a language model to a specific environment by receiving interactions captured the specific environment, generating a collection of documents from documents retrieved from external resources, detecting in the collection of documents terms related to the environment that are not included in an initial language model and adapting the initial language model to include the terms detected.

Abstract: Retrieving data from audio interactions associated with an organization. Retrieving the data comprises: receiving a corpus containing interactions; performing natural language processing on a text document representing an interaction from the corpus; extracting at least one keyphrase from the text document; assigning a rank to the at least one keyphrase; modeling relations between at least two keyphrases using the rank; and identifying topics relevant for the organization from the relations.

Abstract: A computerized method of predicting customer churn from an organization, including: receiving at a computer server a recorded customer interaction with an agent of the organization; analyzing the received customer interaction to extract basic features that provide an indication regarding the churn probability of the customer; extracting the entity information of the customer from the recorded interaction; retrieving from a database accessible by the server previous interactions for the same entity and extracting advanced features that provide an indication regarding the churn probability of the customer by comparing multiple interactions of the same entity; predicting a churn probability for the received interaction by applying a statistical customer churn model to the extracted basic features and extracted advanced features; and wherein the interaction and the previous interactions are recordable from more than one type of communication channel by which the customer can communicate with the organization.