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

Jan Mizgajski, Adrian Szymczak, Robert Głowski, Piotr Szymański, Piotr Żelasko, Łukasz Augustyniak, Mikołaj Morzy, Yishay Carmiel, Jeff Hodson, Łukasz Wójciak, Daniel Smoczyk, Adam Wróbel, Bartosz Borowik, Adam Artajew, Marcin Baran, Cezary Kwiatkowski, Marzena Żyła-Hoppe


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.


Cite as: Mizgajski, J., Szymczak, A., Głowski, R., Szymański, P., Żelasko, P., Augustyniak, Ł., Morzy, M., Carmiel, Y., Hodson, J., Wójciak, Ł., Smoczyk, D., Wróbel, A., Borowik, B., Artajew, A., Baran, M., Kwiatkowski, C., Żyła-Hoppe, M. (2019) Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations. Proc. Interspeech 2019, 3659-3660.


@inproceedings{Mizgajski2019,
  author={Jan Mizgajski and Adrian Szymczak and Robert Głowski and Piotr Szymański and Piotr Żelasko and Łukasz Augustyniak and Mikołaj Morzy and Yishay Carmiel and Jeff Hodson and Łukasz Wójciak and Daniel Smoczyk and Adam Wróbel and Bartosz Borowik and Adam Artajew and Marcin Baran and Cezary Kwiatkowski and Marzena Żyła-Hoppe},
  title={{Avaya Conversational Intelligence: A Real-Time System for Spoken Language Understanding in Human-Human Call Center Conversations}},
  year=2019,
  booktitle={Proc. Interspeech 2019},
  pages={3659--3660}
}