Method and apparatus for automatic categorization of calls in a call center environment

A method for categorizing a call between an agent and a caller, the method comprising:

• receiving, on a call categorization system, a call document comprising text of the call between the agent and the caller;
• categorizing the call into a single terminal class from at least one terminal class in a tree-structure of call classes, and one parent of the single terminal class using regressive probability analysis of the call document;
• splitting the call document to at least two portions, the at least two portions comprising a call header and a call body;
• extracting, using rule-based entity extraction, a mandatory entity from the call header and an optional entity from the call body;
• and
• presenting, on a graphical user interface, the summary comprising the at least one class, the mandatory entity and the optional entity.

A non-transitory computer readable medium comprising computer readable instructions that, when executed by a computer, cause the computer to:

• receive, on a call categorization system, a call document comprising text of the call between the agent and the caller;
• categorize the call into a single terminal class from at least one terminal class in a tree-structure of call classes, and one parent of the single terminal class using regressive probability analysis of the call document;
• split the call document to at least two portions, the at least two portions comprising a call header and a call body;
• extract, using rule-based entity extraction, a mandatory entity from the call header and an optional entity from the call body;
• and
• present, on a graphical user interface, the summary comprising the at least one class, the mandatory entity and the optional entity.