Mining conversational text for procedures with applications in contact centers

Abstract

Many organizations provide dialog-based support through contact centers to sell their products, handle customer issues, and address product-and service-related issues. This is usually provided through voice calls—of late, web-chat based support is gaining prominence. In this paper, we consider any conversational text derived from web-chat systems, voice recognition systems etc., and propose a method to identify procedures that are embedded in the text. We discuss here how to use the identified procedures in knowledge authoring and agent prompting. In our experiments, we evaluate the utility of the proposed method for agent prompting. We first cluster the call transcripts to find groups of conversations that deal with a single topic. Then, we find possible procedure-steps within each topic-cluster by clustering the sentences within each of the calls in the topic-cluster. We propose a measure for differentiating between clusters that are procedure-steps and those that are topical sentence collections. Once we identify procedure-steps, we represent the calls as sequences of procedure-steps and perform mining to extract distinct and long frequent sequences which represent the procedures that are typically followed in calls. We show that the extracted procedures are comprehensive enough. We outline an approach for retrieving relevant procedures for a partially completed call and illustrate the utility of distinct collections of sequences in the real-world scenario of agent prompting using the retrieval mechanism.