These include call type classification for the purpose of categorizing calls (Tang et al., 2003) (Zweig et al., 2006), call routing (Kuo and Lee, 2003) (Haffner et al., 2003), obtaining call log summaries (Douglas et al., 2005), agent assisting and monitoring (Mishne et al., 2005), and building of domain models (Roy and Subramaniam, 2006).
to these technologies, in this paper we consider the task of trying to find insights from a collection of complete conversations.