Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations

Abstract: Avaya Conversational Intelligence(ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and intent recognition in order to convert live audio into a rich, actionable stream of structured events. These events can be further leveraged with a business rules engine, thus serving as a foundation for real-time supervision and assistance applications. After the ingestion, calls are enriched with unsupervised keyword extraction, abstractive summarization, and business-defined attributes, enabling offline use cases, such as business intelligence, topic mining, full-text search, quality assurance, and agent training. ACI comes with a pretrained, configurable library of hundreds of intents and a robust intent training environment that allows for efficient, cost-effective creation and customization of customer-specific intents.