Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations
This system addresses the problem of real-time analysis and automation in call centers for businesses, but it appears incremental as it combines existing technologies like speech recognition and intent recognition into a packaged solution.
The paper tackles real-time spoken language understanding in call center conversations by presenting Avaya Conversational Intelligence, an end-to-end cloud-based system that converts live audio into structured events for supervision and assistance, with features like a pretrained library of hundreds of intents and support for offline use cases such as business intelligence and quality assurance.
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.