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The 9th IEEE International Conference on E-Commerce Technology and The 4th IEEE International Conference on Enterprise Computing, E-Commerce and E-Services (CEC-EEE 2007)
A Conversation-Mining System for Gathering Insights to Improve Agent Productivity
National Center of Sciences, Tokyo, Japan
July 23-July 26
ISBN: 0-7695-2913-5
ASCII Text
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Hironori Takeuchi, L Venkata Subramaniam, Tetsuya Nasukawa, Shourya Roy, Sreeram Balakrishnan, "A Conversation-Mining System for Gathering Insights to Improve Agent Productivity," E-Commerce Technology, IEEE International Conference on, and Enterprise Computing, E-Commerce, and E-Services, IEEE International Conference on, pp. 465-468, The 9th IEEE International Conference on E-Commerce Technology and The 4th IEEE International Conference on Enterprise Computing, E-Commerce and E-Services (CEC-EEE 2007), 2007.
 
 
BibTex
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@article{ 10.1109/CEC-EEE.2007.3,
author = {Hironori Takeuchi and L Venkata Subramaniam and Tetsuya Nasukawa and Shourya Roy and Sreeram Balakrishnan},
title = {A Conversation-Mining System for Gathering Insights to Improve Agent Productivity},
journal ={E-Commerce Technology, IEEE International Conference on, and Enterprise Computing, E-Commerce, and E-Services, IEEE International Conference on},
volume = {0},
year = {2007},
isbn = {0-7695-2913-5},
pages = {465-468},
doi = {http://doi.ieeecomputersociety.org/10.1109/CEC-EEE.2007.3},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
x 
 
TY - CONF
JO - E-Commerce Technology, IEEE International Conference on, and Enterprise Computing, E-Commerce, and E-Services, IEEE International Conference on
TI - A Conversation-Mining System for Gathering Insights to Improve Agent Productivity
SN - 0-7695-2913-5
SP465
EP468
A1 - Hironori Takeuchi,
A1 - L Venkata Subramaniam,
A1 - Tetsuya Nasukawa,
A1 - Shourya Roy,
A1 - Sreeram Balakrishnan,
PY - 2007
KW - null
VL - 0
JA - E-Commerce Technology, IEEE International Conference on, and Enterprise Computing, E-Commerce, and E-Services, IEEE International Conference on
ER -
 
Hironori Takeuchi, IBM Research, Tokyo Research Laboratory
L Venkata Subramaniam, IBM Research, India Research Laboratory
Tetsuya Nasukawa, IBM Research, Tokyo Research Laboratory
Shourya Roy, IBM Research, India Research Laboratory
Sreeram Balakrishnan, IBM Research, India Research Laboratory
We describe a method to analyze transcripts of conversations between customers and agents in a contact center. The aim is to obtain actionable insights from the conversations to improve agent performance. Our approach has three steps. First we segment the call into logical parts. Next we extract relevant phrases within different segments. Finally we do two dimensional association analysis to identify actionable trends. We use real data from a contact center to identify specific actions by agents that result in positive outcomes. We also show that implementing the actionable results in improved agent productivity.
Citation:
Hironori Takeuchi, L Venkata Subramaniam, Tetsuya Nasukawa, Shourya Roy, Sreeram Balakrishnan, "A Conversation-Mining System for Gathering Insights to Improve Agent Productivity," cec-eee, pp.465-468, The 9th IEEE International Conference on E-Commerce Technology and The 4th IEEE International Conference on Enterprise Computing, E-Commerce and E-Services (CEC-EEE 2007), 2007
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