Apparatus and method for multimedia content based manipulation
AssigneeNice Systems Ltd.
InventorsOsnat Mintz, Leon Portman, Oren Pereg, Yuval Lubowich
Life of this patent
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Abstract
An apparatus and methods for generating an ontology for a domain based on analysis performed on interactions captured in the domain. The analysis provides groups of concepts which are used as topics appearing or retrieved from the interactions are used as topics or concepts in the ontology. Concepts belonging to one group are indicated as connected within the ontology. The ontology can then be used in analyzing further interactions and provide meaning, content and relationships between concepts.
Claims32
A method for enhancing analysis of interactions captured in a call center associated with an organization, the method comprising the steps of:
- receiving the interactions:
- extracting data from the interactions;
- and
- performing advanced analysis on the interactions or on the data extracted from the interactions, using an ontology related to the organization or to a business vertical with which the organization is associated.
A method for generating a domain ontology in an organization from interactions captured in a call center associated with the organization, the method comprising the steps of:
- receiving the interactions;
- extracting data from the interactions;
- performing advanced analysis on the interactions or on the data extracted from the interactions;
- and
- creating the domain ontology or enhancing a previous domain ontology using output of the advanced analysis.
An apparatus for enhancing analysis of interactions in an organization from interactions captured in a call center associated with the organization, the apparatus comprising:
- an extraction component arranged to extract data from the interactions;
- an advanced analysis engine arranged to perform advanced analysis on the interactions or data extracted by the extraction component, and to obtain a group of concepts, the advanced analysis using a domain ontology.
An apparatus for generating a domain ontology in an organization from interactions captured in a call center associated with the organization, the apparatus comprising:
- an extraction component arranged to extract data from the interactions;
- an advanced analysis engine arranged to perform advanced analysis on the interactions or data extracted by the extraction component, and to obtain a group of concepts;
- an ontology generation or enhancement component arranged to generate an ontology or modify an existing ontology utilizing the group of concepts;
- and
- a storage device for storing the ontology.
A computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising:
- receiving the interactions:
- extracting data from the interactions;
- and
- performing advanced analysis on the interactions or on the data extracted from the interactions, using an ontology related to the organization or to a business vertical with which the organization is associated.
A computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising:
- receiving interactions captured in a call center associated with an organization;
- extracting data from the interactions;
- performing advanced analysis on the interactions or on the data extracted from the interactions;
- and
- creating a domain ontology or enhancing a previous domain ontology using output of the advanced analysis.
Dependencies are inferred from the claim text.