System and method for automatic summarization in interlocutor turn-based electronic conversational flow
A computer-implemented method and computer system improvements for automatically generating a summary note related to a digitally-recorded interlocutor conversation, such as a chat transcript, including accessing a data corpus having at least one digitally-recorded conversation of text-based interlocutory conversation(s) including at least one labeled value, extracting at least one Conversation Feature from the labeled value(s), creating at least one Summary Feature from the extracted Conversation Feature(s), generating at least one Summary Note by combining one or more Narrative Structures with the Summary Feature(s), and digitally outputting the at least one Summary Note.
1 . A method implemented on a computing device for automatically generating a computer-based conversation summary note related to a digitally-recorded interlocutor conversation, the method comprising:
accessing, by a computer processor, a data corpus having a plurality of digitally-recorded conversations of text-based interlocutory conversations;
extracting, by a computer system, one or more Conversation Features from one or more regions of the digitally-recorded interlocutory conversations;
creating, by a computer system, one or more Summary Features from the one or more extracted Conversation Features, wherein the one or more Conversation Features comprise disjointed phrases;
generating and transforming, by a computer system, at least one Summary Note by combining one or more Narrative Structures with the one or more Summary Features, wherein the transforming employs a generative language model which preserves meaning while resolving one or more narrative elements selected from the group consisting of pronouns, tense, and aspect; and
digitally outputting, by the computer system, the at least one Summary Note.
2 . The method of claim 1 wherein the digitally-recorded conversations of text-based interlocutory conversations comprises at least one labeled value.
3 . The method of claim 2 wherein the extracting of one or more Conversation Features further comprises extracting from at least one labeled value.
4 . The method of claim 2 wherein the at least one labeled value comprises one or more labels selected from the group consisting of a Client Intent, an Agent Intent, a Topic, a Turn Group Purpose, and an Outcome.
5 . The method of claim 2 wherein the at least one labeled value comprises one or more values labels selected from the group consisting of a Goal, an Action, an Object, and a Property.
6 . The method of claim 1 further comprising transforming, by the computer system, the Summary Note to improve readability, agreement and preferred format.
7 . The method of claim 1 wherein the creating of the one or more Summary Features comprises, at least in part, automatically creating at least one Summary Feature.
8 . The method of claim 1 wherein the creating of the one or more Summary Features comprises, at least in part, automatically creating at least one Summary Feature from a Summary Feature received from a user console.
9 . The method of claim 1 further comprising receiving one or more modification commands from a user console to change a Summary Feature.
10 . The method of claim 1 wherein the generating of at least one Summary Note further comprises combining with at least one Narrative Structure.
11 . The method of claim 10 wherein the combining with at least one Narrative Structure comprises appending a preamble.
12 . The method of claim 10 wherein the combining with at least one Narrative Structure comprises combining with a postlude.
13 . The method of claim 1 wherein the digitally outputting of the at least one Summary Note comprises storing the Summary Note to a Customer Relationship Management Database.
14 . The method of claim 1 wherein the digitally outputting of the at least one Summary Note comprises printing the Summary Note to a printer.
15 . The method of claim 1 wherein the digitally outputting of the at least one Summary Note comprises displaying the Summary Note on a user console.
16 . A computer program product for automatically generating a computer-based conversation summary note related to a digitally-recorded interlocutor conversation, comprising:
one or more tangible, computer-readable computer memory devices which are not a propagating signal per se; and
computer instructions encoded by the one or more tangible, computer-readable computer memory devices configured to cause one or more processors to, when executed:
access a data corpus having a plurality of digitally-recorded conversations of text-based interlocutory conversations;
extract one or more Conversation Features from one or more regions of the digitally-recorded interlocutory conversations;
create one or more Summary Features from the one or more extracted Conversation Features, wherein the one or more Conversation Features comprise disjointed phrases;
generate and transform at least one Summary Note by combining one or more Narrative Structures with the one or more Summary Features, wherein the transforming employs a generative language model which preserves meaning while resolving one or more narrative elements selected from the group consisting of pronouns, tense, and aspect; and
digitally output the at least one Summary Note.
17 . A system for automatically generating a computer-based conversation summary note related to a digitally-recorded interlocutor conversation, comprising:
one or more computer processors;
one or more tangible, computer-readable computer memory devices which are not a propagating signal per se; and
computer instructions encoded by the one or more tangible, computer-readable computer memory devices configured to cause the one or more processors to, when executed:
access a data corpus having a plurality of digitally-recorded conversations of text-based interlocutory conversations;
extract one or more Conversation Features from one or more regions of the digitally-recorded interlocutory conversations;
create one or more Summary Features from the one or more extracted Conversation Features, wherein the one or more Conversation Features comprise disjointed phrases;
generate and transform at least one Summary Note by combining one or more Narrative Structures with the one or more Summary Features, wherein the transforming employs a generative language model which preserves meaning while resolving one or more narrative elements selected from the group consisting of pronouns, tense, and aspect; and
digitally output the at least one Summary Note.