公开(公告)号：US09015046B2

公开(公告)日：2015-04-21

申请号：US12797618

申请日：2010-06-10

申请人： Oren Pereg ,  Moshe Wasserblat ,  Yuval Lubowich ,  Ronen Laperdon ,  Dori Shapira ,  Vladislav Feigin ,  Oz Fox-Kahana

发明人： Oren Pereg ,  Moshe Wasserblat ,  Yuval Lubowich ,  Ronen Laperdon ,  Dori Shapira ,  Vladislav Feigin ,  Oz Fox-Kahana

IPC分类号： G10L15/00 ,  G06Q10/06 ,  G10L15/08 ,  G10L15/22 ,  G06Q30/00 ,  G06Q30/02

CPC分类号： G06Q10/063 ,  G06Q30/01 ,  G06Q30/0202 ,  G10L15/08 ,  G10L15/22 ,  G10L2015/081 ,  G10L2015/085

摘要： A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.

摘要翻译： 一种用于实时地指示交互与问题或问题相关联的方法和系统，包括：接收所述组织的代表参与的交互的一部分; 从段中提取特征; 提取与交互相关联的全局特征; 聚合特征和全局特征; 并通过将模型应用于特征和全局特征来分类或与问题或问题相关联的交互。 方法和系统还可以使用在交互作用中从先前段提取的特征。 该方法和系统还可以基于从训练相互作用提取的特征和分配给其相互作用或分段的手动标记来评估模型。

公开(公告)号：US20110307257A1

公开(公告)日：2011-12-15

申请号：US12797618

申请日：2010-06-10

申请人： Oren PEREG ,  Moshe WASSERBLAT ,  Yuval LUBOWICH ,  Ronen LAPERDON ,  Dori SHAPIRA ,  Vladislav FEIGIN ,  Oz FOX-KAHANA

发明人： Oren PEREG ,  Moshe WASSERBLAT ,  Yuval LUBOWICH ,  Ronen LAPERDON ,  Dori SHAPIRA ,  Vladislav FEIGIN ,  Oz FOX-KAHANA

IPC分类号： G06F15/00

CPC分类号： G06Q10/063 ,  G06Q30/01 ,  G06Q30/0202 ,  G10L15/08 ,  G10L15/22 ,  G10L2015/081 ,  G10L2015/085

摘要： A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.

摘要翻译： 一种用于实时地指示交互与问题或问题相关联的方法和系统，包括：接收所述组织的代表参与的交互的一部分; 从段中提取特征; 提取与交互相关联的全局特征; 聚合特征和全局特征; 并通过将模型应用于特征和全局特征来分类或与问题或问题相关联的交互。 方法和系统还可以使用在交互作用中从先前段提取的特征。 该方法和系统还可以基于从训练相互作用提取的特征和分配给其相互作用或分段的手动标记来评估模型。