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Genesys Telecommunications Laboratories, Inc.

David Ollinger

Yochai Konig

Avraham Faizakof

Amir Lev-Tov

A method for generating a suggested phrase having a similar meaning to a supplied phrase in an analytics system includes: receiving, on a computer system comprising a processor and memory storing instructions, the supplied phrase, the supplied phrase including one or more terms; identifying, on the computer system, a term of the phrase belonging to a semantic group; generating the suggested phrase using the supplied phrase and the semantic group; and returning the suggested phrase.

Generalized phrases in automatic speech recognition systems

A method for determining a cause of events detected in a plurality of interactions includes: identifying, on a processor, a plurality of elements in the interactions; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns; computing, on the processor, association rules from the set of supported patterns; and returning the computed association rules.

System and method for discovering and exploring concepts and root causes of events

A method for identifying concepts in a plurality of interactions includes: filtering, on a processor, the interactions based on intervals; creating, on the processor, a plurality of sentences from the filtered interactions; computing, on the processor, a saliency of each the sentences; pruning away, on the processor, sentences with low saliency for generating a set of informative sentences; clustering, on the processor, the sentences of the set of informative sentences for generating a plurality of sentence clusters, each of the clusters corresponding to a concept of the concepts; computing, on the processor, a saliency of each of the clusters; and naming, on the processor, each of the clusters.

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San Francisco, CA, United States of America

David Ollinger