International Business Machines Corporation

Nuance Communications, Inc.

Roy Jefferson Byrd

Youngja Park

Wilfried Teiken

Mary Susan Neff

Branimir Konstantinov Boguraev

Stephen Carl Gates

James William Cooper

Yael Ravin

Keh-Shin Fu Cheng

Rie Kubota Ando

Mark N Wegman

Sai Zeng

John Martin Prager

Anni Rosa Coden

Mitchell Adam Cohen

Sebastian Goeser

Laurent Balmelli

Michael A Tanenblatt

Slava M Katz

Faye Nina Wacholder

Misook A Choi

John S Justeson

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.

System and method for automatically generating adaptive interaction logs from customer interaction text

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.

System and method for real time support for agents in contact center environments

A method and device for creating a glossary includes a processor operable for executing computer instructions for identifying, in at least one information source, at least one glossary item identifying a part or a component, determining at least one glossary item form as a canonical form, defining, by using the canonical form, at least one syntactic structure, that includes one of the at least one identified glossary items, for each of at least one semantic classes, and searching a second information source for the at least one syntactic structure of the semantic class.

Automated glossary creation

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.

System and method for identifying document structure and associated metainformation

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.

System and method for hybrid text mining for finding abbreviations and their definitions

Topicality scores are determined for a number of phrasal expressions in documents. Phrasal expressions may be noun phrases, with or without corresponding prepositional phrases, subject-verb pairs, and verb-object pairs. The documents describe some topic or multiple topics. Techniques can be used to determined how the phrasal expression compares with the topic or topics being described in the documents. Specificities are determined for the phrasal expressions. Techniques may be used to determine whether phrasal expressions are more or less specific than other phrasal expressions. An order is determined for the phrasal expressions by using the topicality scores and the specificities. The order may be represented as a phrasal expression tree, for example. The phrasal expression tree may be displayed to a user, and the user can navigate through the phrasal expression tree, and therefore through the one or more documents.

Document summarization based on topicality and specificity

To identify and describe one or more topics in one or more documents in a document set, a term set process creates a basic term set from the document set where the term set comprises one or more basic terms of one or more words in the document. A document vector process then creates a document vector for each document. The document vector has a document vector direction representing what the document is about. A topic vector process then creates one or more topic vectors from the document vectors. Each topic vector has a topic vector direction representing a topic in the document set. A topic term set process creates a topic term set for each topic vector that comprises one or more of the basic terms describing the topic represented by the topic vector. Each of the basic terms in the topic term set associated with the relevancy of the basic term. A topic-document relevance process creates a topic-document relevance for each topic vector and each document vector. The topic-document relevance representing the relevance of the document to the topic. A topic sentence set process creates a topic sentence set for each topic vector that comprises of one or more topic sentences that describe the topic represented by the topic vector. Each of the topic sentences is then associated with the relevance of the topic sentence to the topic represented by the topic vector.

System, method, and program product for identifying and describing topics in a collection of electronic documents

Two or more client users, connected by one or more networks to the server, cooperatively search a database. The server has a data structure that has two or more cooperative user identifiers. Each cooperative user identifier represents one of the clients that has indicated a desired to establish a cooperative search. The data structure further has a session identifier that associates two or more of the cooperative user identifiers as session participants in an established a cooperative session. A command process, executing on the server, receives a query from one of the session participants (clients), accesses results of the query from a search engine, and distributes the results to all of the session participants. Queries of the cooperative session are related to indexed terms so that future uses will find this relationship when using similar queries. These are applications in searching for sales and service information.

System and method for implementing cooperative text searching

Descriptive canonical forms of entity types are created by scanning one or more documents in a database of a computer system to identify one or more proper names that appear in the documents as raw names. Each of the raw names has zero or more proper names, zero or more medial substrings, zero or more leading substrings, and zero or more trailing substrings. The raw names of one or more documents are 'cleaned' and 'split' until certain 'cleaning and splitting conditions' are no longer met to obtain a list of clean and split candidate names. Anchor names are selected from the list that unambiguously represent an entity type. The anchor names have one or more entity-type attribute values. Variant names, clean and split candidate names having one or more shared attribute (values) with the anchor name, are combined with the anchor name to create an equivalence group of names that refer to the same entity. A canonical form is generated for the group from a subset of the anchor name attributes. A canonical form is created in this manner for all of the clean and split candidate names on the list.

Using canonical forms to develop a dictionary of names in a text

In an information retrieval system, a query issued by the user is analyzed by a query engine into query elements. After the query has been evaluated against the document collections, a resulting hit list is presented to the user, e.g., as a table. The presented hit list displays not only an overall rank of a document but also a contribution of each query element to the rank of the document. The user can reorder the hit list by prioritizing the contribution of individual query elements to override the overall rank and by assigning additional weight(s) to those contributions.

Information retrieval system and method for displaying and ordering

A method is described for a computerized search for words in an electronic database with a large number of documents stored in memory. With this method, a Boolean retrieval method is used to determine in which of a large number of documents an initial word meets a Boolean condition. A probabilistic retrieval method is then used to determine in which of the documents fulfilling the Boolean condition, the relevance of appearance of a second word exceeds a specified value. The two retrieval methods use different indexes for this. The disadvantages normally found with this are avoided by the two different indexes having a common element that can be processed by both retrieval methods.

Hybrid search

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.

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Ossining, NY, United States of America

Roy Jefferson Byrd