Paper: Automatic Generation Of Domain Models For Call-Centers From Noisy Transcriptions

ACL ID P06-1093
Title Automatic Generation Of Domain Models For Call-Centers From Noisy Transcriptions
Venue Annual Meeting of the Association of Computational Linguistics
Session Main Conference
Year 2006
Authors

Call centers handle customer queries from various domains such as computer sales and support, mo- bile phones, car rental, etc. Each such domain generally has a domain model which is essential to handle customer complaints. These models contain common problem categories, typical cus- tomer issues and their solutions, greeting styles. Currently these models are manually created over time. Towards this, we propose an unsupervised technique to generate domain models automati- cally from call transcriptions. We use a state of the art Automatic Speech Recognition system to transcribe the calls between agents and customers, which still results in high word error rates (40%) and show that even from these noisy transcrip- tions of calls we can automatically build a domain model. The domain model i...