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05/28/2023
AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching
In recent years, the utilization of Artificial Intelligence (AI) in the ...
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09/27/2022
An Effective, Performant Named Entity Recognition System for Noisy Business Telephone Conversation Transcripts
We present a simple yet effective method to train a named entity recogni...
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06/03/2022
Extracting Similar Questions From Naturally-occurring Business Conversations
Pre-trained contextualized embedding models such as BERT are a standard ...
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05/27/2022
Punctuation Restoration in Spanish Customer Support Transcripts using Transfer Learning
Automatic Speech Recognition (ASR) systems typically produce unpunctuate...
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05/13/2022
Developing a Production System for Purpose of Call Detection in Business Phone Conversations
For agents at a contact centre receiving calls, the most important piece...
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05/09/2022
BLINK with Elasticsearch for Efficient Entity Linking in Business Conversations
An Entity Linking system aligns the textual mentions of entities in a te...
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10/01/2021