Patent attributes
Systems and methods for improving call topic models are described herein. In an embodiment a server computer receives call transcript data comprising an electronic digital representation of a verbal transcription of a call between a first person of a first person type and a second person of a second person type. The server computer splits the call transcript data into first person type data comprising words spoken by the first person in the call and second person type data comprising words spoken by the second person type in the call. The server computer uses a stored topic model to determine a topic of the call, the topic model simultaneously modeling the first person type data as a function of a first probability distribution of words used by the first person type for one or more topics and the second person type data as a function of a second probability distribution of words used by the second person type for the one or more topics, both the first probability distribution of words and the second probability distribution of words being modeled as a function of a third probability distribution of words for the one or more topics. The server computer then stores a data record identifying the topic of the call and/or stores data identifying the topic of the call with the call transcripts.
