Automatic call section segmentation for contact-center calls

This paper presents a SVM (Support Vector Machine) classification system which divides contact-center call transcripts into "Greeting", "Question", "Refine", "Research", "Resolution", "Closing" and "Out-of-topic" sections. This call section segmentation is useful to improve search and retrieval functions and to provide more detailed statistics on calls. We use an off-the-shelf automatic speech recognition (ASR) system to generate call transcripts from recorded calls between customers and service representatives.