Patent ID: 9232063
Filing Date: 2016-01-05
CPC Classification: G06F,G06N,H04M

Claim Text:
1. A method of automated analysis of interaction transcriptions, the method comprising; receiving, by a processor, a plurality of interaction transcriptions; identifying, by the processor, a plurality of meaning units within each of the plurality of interaction transcriptions; for each of the plurality of interaction transcripts, classifying, by the processor, the plurality of meaning units into a series of dialog acts, wherein between each of the dialog acts in the series is a duration; for each of the plurality of interaction transcripts, identifying, by the processor, durations between the dialog acts of the series, wherein the identified durations provide a length of each of the dialog acts in the series; selecting, by the processor, subsets of the plurality of interaction transcriptions having the longest identified durations between dialog acts; identifying, by the processor, patterns in selected subset having the longest identified durations between dialog acts; and outing, by the processor, identified patterns of the selected subset having the longest identified durations between dialog acts.