Abstract: A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.

Abstract: A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.

Abstract: A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.

Abstract: A real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.

Abstract: A real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.

Abstract: A system and method for providing an adaptive Interaction Logging functionality to help agents reduce the time spent documenting contact center interactions. In a preferred embodiment the system uses a pipeline comprising audio capture of a telephone conversation, automatic speech transcription, text normalization, transcript generation and candidate call log generation based on Real-time and Global Models. The contact center agent edits the candidate call log to create the final call log. The models are updated based on analysis of user feedback in the form of the editing of the candidate call log done by the contact center agents or supervisors. The pipeline yields a candidate call log which the agents can edit in less time than it would take them to generate a call log manually.

Abstract: A compound word spelling verification technique is described for use with a dictionary which does not include all verifiable compounds. During attempted verfication of a text word, all initial substrings of the word found in the dictionary are saved in a list. If the entire word is not found in the dictionary, the longest substring in the substring list is subtracted from the entire word to be verified to yield a "remainder" portion of the input text word. The dictionary words are then compared with this remainder portion to determine if a match occurs. If so, then both portions of the word are found in the dictionary and spelling of the word is considered correct. If the remainder is not found in the dictionary, successively shorter initial substrings are accessed to yield successively longer remainders. The word is considered correctly spelled if both a substring and a remainder are found in the dictionary. This techinque is applied recursively so that multiple-piece compounds can also be found.

Abstract: A compound word spelling verification technique is described for use with a dictionary which does not include all verifiable compounds. During verification of a text word, an attempt is made to find a pair of words in the dictionary of which the text word consists. A table associated with the dictionary includes compound class information relative to each of the words stored therein. The compound class of each of the pair of words of which the input text word consists are tested for compatibility to determine if each of the pair of words may acceptably be used in a compound word in the physical position in which it is found in the input text word.