EXTRACTING CUSTOMER PROBLEM DESCRIPTION FROM CALL TRANSCRIPTS

    公开(公告)号:US20210304747A1

    公开(公告)日:2021-09-30

    申请号:US16836886

    申请日:2020-03-31

    申请人: Intuit Inc.

    摘要: Systems and methods for automatically identifying problem-relevant sentences in a transcript are disclosed. In an example method, a transcript may be received of a first support call. A region of the first support call transcript may be identified, and first customer utterances may be detected in the region using a trained classification model. A trained regression model may estimate a relevancy to the problem statement of each of the first customer utterances, and one or more most problem-relevant statements may be selected from the first customer utterances, based on the estimated relevancies.

    Extracting customer problem description from call transcripts

    公开(公告)号:US11423900B2

    公开(公告)日:2022-08-23

    申请号:US16836886

    申请日:2020-03-31

    申请人: Intuit Inc.

    摘要: Systems and methods for automatically identifying problem-relevant sentences in a transcript are disclosed. In an example method, a transcript may be received of a first support call. A region of the first support call transcript may be identified, and first customer utterances may be detected in the region using a trained classification model. A trained regression model may estimate a relevancy to the problem statement of each of the first customer utterances, and one or more most problem-relevant statements may be selected from the first customer utterances, based on the estimated relevancies.