Winstead PC
Analyzing chat transcript data by classifying utterances into products, intents and clusters
A method, system and computer program product for improving the understanding of chat transcript data. Chat transcripts are analyzed to classify the utterances into intents and identify products discussed in the chat transcripts. The data of the chat transcripts are divided into categories of utterances associated with products and intents by applying tags to the chat transcripts. The categories of utterances associated with products and intents are then clustered into clusters based on sentence similarity. Once the utterances are grouped, a representative utterance is extracted from a cluster, where the representative utterance is an utterance that has the highest semantic similarity to the utterances in the cluster. In this manner, users will be provided a more accurate guide as to the underlying meaning of the chat transcript data thereby improving the understanding of the chat transcript data more efficiently and accurately than current chat transcript analysis tools.
International Business Machines Corporation
G G G G
G06F G06F G06Q G06F
inventional inventional inventional inventional
Steven W. Jia Jennifer A. Vivek
Jones Liu Mallette Salve