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 system and method for processing documents by utilizing the textual content and layout of the documents, including visual indicators, to more efficiently and reliably process the documents across various document types. The system and method identifies visually distinguishable elements within the document, such as section and sub-section boundary indicators, to mark, divide and label the boundaries and content type such that the sections are more clearly identifiable and easily processed. The system and method uses known elements, including section heading types, keywords, section type classifiers, sub-section heading constructs, stop words, and the like to adaptively identify and process a broad range of document types. The system and method continually refines and updates these known elements and allows users to discover and define new elements for further refinement and updating.

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 system and method for processing documents by utilizing the textual content and layout of the documents, including visual indicators, to more efficiently and reliably process the documents across various document types. The system and method identifies visually distinguishable elements within the document, such as section and sub-section boundary indicators, to mark, divide and label the boundaries and content type such that the sections are more clearly identifiable and easily processed. The system and method uses known elements, including section heading types, keywords, section type classifiers, sub-section heading constructs, stop words, and the like to adaptively identify and process a broad range of document types. The system and method continually refines and updates these known elements and allows users to discover and define new elements for further refinement and updating.

Abstract: This present invention matches one or more abbreviations to one or more definitions. The invention has an abbreviation pattern generation process that generates one or more abbreviation patterns corresponding to the candidate abbreviations, and a definition pattern generation process that generates one or more definition patterns corresponding to the candidate definitions.

Abstract: This present invention matches one or more abbreviations to one or more definitions. The invention has an abbreviation pattern generation process that generates one or more abbreviation patterns corresponding to the candidate abbreviations, and a definition pattern generation process that generates one or more definition patterns corresponding to the candidate definitions.

Abstract: A method and apparatus for extracting multi-word technical terms from a text file in a computer system. Word strings are selected from the text that have at least two words, that have at most a specified maximum number of words, that include none of a special set of selected tokens, and that only include selected characters. Word string which occur less than a specified minimum number of times in the text file are deleted. The remaining strings form a set of word strings very likely to be multi-word technical terms. Improvements on the quality of the set of word strings can be accomplished by deleting word strings which do not satisfy certain grammatical constraints.