System and method of dialog trajectory analysis

A system comprising:

• a processor;
• and
• a computer-readable storage medium having instructions stored which, when executed by the processor, cause the processor to perform operations comprising:
• receiving call-logs associated with a plurality of dialogs between a dialog system and a user;
• receiving external information about the user;
• extracting a first portion of turn-by-turn details of dialogs from the call-logs comprising a time stamp associated with a turn in the plurality of dialogs;
• identifying, via a processor, a second portion of the turn-by-turn details based on the first portion of the turn-by-turn details using a call-flow specification, wherein the second portion is unavailable in the call-logs and wherein the second portion comprises an interleaved sequence of two attributes which characterize a system state and a user response;
• and
• generating an empirical call-flow representation of one of the dialogs between the dialog system and the user based on the first portion, the second portion, and the external information, wherein the empirical call-flow representation places emphasis on a selection of the one dialog, wherein the selection is modified when there is an option for an expanded view and when a change has occurred from a reference period associated with the call-logs and a current period.

A computer-readable storage device having instructions stored which, when executed by a computing device, cause the computing device to perform operations comprising:

• receiving call-logs associated with a plurality of dialogs between a dialog system and a user;
• receiving external information about the user;
• extracting a first portion of turn-by-turn details of dialogs from the call-logs comprising a time stamp associated with a turn in the plurality of dialogs;
• identifying, via a processor, a second portion of the turn-by-turn details based on the first portion of the turn-by-turn details using a call-flow specification, wherein the second portion is unavailable in the call-logs and wherein the second portion comprises an interleaved sequence of two attributes which characterize a system state and a user response;
• and
• generating an empirical call-flow representation of one of the dialogs between the dialog system and the user based on the first portion, the second portion, and the external information, wherein the empirical call-flow representation places emphasis on a selection of the one dialog, wherein the selection is modified when there is an option for an expanded view and when a change has occurred from a reference period associated with the call-logs and a current period.