Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations

Mizgajski, Jan; Szymczak, Adrian; Głowski, Robert; Szymański, Piotr; Żelasko, Piotr; Augustyniak, Łukasz; Morzy, Mikołaj; Carmiel, Yishay; Hodson, Jeff; Wójciak, Łukasz; Smoczyk, Daniel; Wróbel, Adam; Borowik, Bartosz; Artajew, Adam; Baran, Marcin; Kwiatkowski, Cezary; Żyła-Hoppe, Marzena

Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations

Jan Mizgajski, Adrian Szymczak, Robert Głowski, Piotr Szymański, Piotr Żelasko, Łukasz Augustyniak, Mikołaj Morzy, Yishay Carmiel, Jeff Hodson, Łukasz Wójciak, Daniel Smoczyk, Adam Wróbel, Bartosz Borowik, Adam Artajew, Marcin Baran, Cezary Kwiatkowski, Marzena Żyła-Hoppe

Avaya Conversational Intelligence (ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and intent recognition in order to convert live audio into a rich, actionable stream of structured events. These events can be further leveraged with a business rules engine, thus serving as a foundation for real-time supervision and assistance applications. After the ingestion, calls are enriched with unsupervised keyword extraction, abstractive summarization, and business-defined attributes, enabling offline use cases, such as business intelligence, topic mining, full-text search, quality assurance, and agent training. ACI comes with a pretrained, configurable library of hundreds of intents and a robust intent training environment that allows for efficient, cost-effective creation and customization of customer-specific intents.