System for automated call analysis using context specific lexicon

A system comprising:

• a memory to store instructions;
• a processor, communicatively coupled to the memory, that executes or facilitates execution of the instructions, the instructions comprising:
• a recording component configured to record a telephonic conversation between a first conversation participant and a second conversation participant;
• a lexicon component that defines a plurality of context specific lexicons, wherein each of the plurality of context specific lexicons includes elements associated with one of a plurality of unique conversation segments;
• an analysis component configured to perform automatic speech recognition on the telephonic conversation to identify elements of the context specific lexicons, the analysis component further configured to associate each identified element with a time location within the telephonic conversation at which the element occurred;
• the analysis component further configured to determine a frequency of occurrence of the elements of each context specific lexicon associated with the corresponding unique conversation segment to identify transitions between the unique conversation segments;
• and
• a display component configured to graphically present on a display a multi-line graph, wherein each line corresponds to the frequency of occurrence of the elements of one of the context specific lexicon associated with the corresponding unique conversation segment;
• such that intersections of the lines indicate transitions between the unique conversation segments.