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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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11/02/2022
Improving Named Entity Recognition in Telephone Conversations via Effective Active Learning with Human in the Loop
Telephone transcription data can be very noisy due to speech recognition...
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10/24/2022
Entity-level Sentiment Analysis in Contact Center Telephone Conversations
Entity-level sentiment analysis predicts the sentiment about entities me...
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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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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