Abstract: A method classifies feedback from transcripts. The method includes receiving an utterance from a transcript from a communication session and processing the utterance with a classifier model to identify a topic label for the utterance. The classifier model is trained to identify topic labels for training utterances. The topic labels correspond to topics of clusters of the training utterances. The training utterances are selected using attention values for the training utterances and clustered using encoder values for the utterances. The method further includes routing the communication session using the topic label for the utterance.

Abstract: A method classifies feedback from transcripts. The method includes receiving an utterance from a transcript from a communication session and processing the utterance with a classifier model to identify a topic label for the utterance. The classifier model is trained to identify topic labels for training utterances. The topic labels correspond to topics of clusters of the training utterances. The training utterances are selected using attention values for the training utterances and clustered using encoder values for the utterances. The method further includes routing the communication session using the topic label for the utterance.

Abstract: A method and computer system are provided for generating a text summary. An input text is processed by a model that comprises a set of attention heads. The model is trained to generate abstractive summaries of text documents. A subset of the attention heads are identified. For each attention head in the subset, a portion is identified from the input text that is used to generate the abstractive summary. For each sentence of the input text, a fractional size is calculated for an intersection of the portion and the respective sentence relative to the respective sentence. A subset of the sentences is then determined, where the respective fractional size of each sentence in the subset meets a first threshold. An extractive summary of the input text is then generated from the subset of sentences.