Conduent Business Services, LLC

Luke R Plurkowski

Eric Saund

Daniel Gureasko Bobrow

Daniel Davies

Margaret Helen Szymanski

Kyle D Dent

Jesse Vig

Harish Arsikere

Embodiments of the present invention provide a system for automatically extracting conversational structure from a voice record based on lexical and acoustic features. The system also aggregates business-relevant statistics and entities from a collection of spoken conversations. The system may infer a coarse-level conversational structure based on fine-level activities identified from extracted acoustic features. The system improves significantly over previous systems by extracting structure based on lexical and acoustic features. This enables extracting conversational structure on a larger scale and finer level of detail than previous systems, and can feed an analytics and business intelligence platform, e.g. for customer service phone calls. During operation, the system obtains a voice record. The system then extracts a lexical feature using automatic speech recognition (ASR). The system extracts an acoustic feature. The system then determines, via machine learning and based on the extracted lexical and acoustic features, a coarse-level structure of the conversation.

System for automatic extraction of structure from spoken conversation using lexical and acoustic features

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Redwood City, CA, United States of America

Luke R Plurkowski