Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations
Abstract
Avaya Conversational Intelligence(ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and intent recognition in order to convert live audio into a rich, actionable stream of structured events. These events can be further leveraged with a business rules engine, thus serving as a foundation for real-time supervision and assistance applications. After the ingestion, calls are enriched with unsupervised keyword extraction, abstractive summarization, and business-defined attributes, enabling offline use cases, such as business intelligence, topic mining, full-text search, quality assurance, and agent training. ACI comes with a pretrained, configurable library of hundreds of intents and a robust intent training environment that allows for efficient, cost-effective creation and customization of customer-specific intents.
Keywords
Cite
@article{arxiv.1909.02851,
title = {Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations},
author = {Jan Mizgajski and Adrian Szymczak and Robert Głowski and Piotr Szymański and Piotr Żelasko and Łukasz Augustyniak and Mikołaj Morzy and Yishay Carmiel and Jeff Hodson and Łukasz Wójciak and Daniel Smoczyk and Adam Wróbel and Bartosz Borowik and Adam Artajew and Marcin Baran and Cezary Kwiatkowski and Marzena Żyła-Hoppe},
journal= {arXiv preprint arXiv:1909.02851},
year = {2019}
}
Comments
Accepted for Interspeech 2019