A Hybrid Strategy for Chat Transcript Summarization
Text summarization is the process of condensing a piece of text to fewer sentences, while still preserving its content. Chat transcript, in this context, is a textual copy of a digital or online conversation between a customer (caller) and agent(s). This paper presents an indigenously (locally) deve...
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IEEE
2024-01-01
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| Series: | IEEE Access |
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| Online Access: | https://ieeexplore.ieee.org/document/10705279/ |
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| author | Pratik K. Biswas |
| author_facet | Pratik K. Biswas |
| author_sort | Pratik K. Biswas |
| collection | DOAJ |
| description | Text summarization is the process of condensing a piece of text to fewer sentences, while still preserving its content. Chat transcript, in this context, is a textual copy of a digital or online conversation between a customer (caller) and agent(s). This paper presents an indigenously (locally) developed hybrid method that first combines extractive (unsupervised) and abstractive (supervised) summarization techniques in compressing ill-punctuated or unpunctuated chat transcripts to produce more readable punctuated summaries and then optimizes the overall quality of summarization through reinforcement learning. Extensive testing, evaluations, comparisons, and validation have demonstrated the efficacy of this approach for large-scale deployment of chat transcript summarization, in the absence of manually generated reference (annotated) summaries. |
| format | Article |
| id | doaj-art-8dfdb075d82942239b2f6cfa04c50dc8 |
| institution | OA Journals |
| issn | 2169-3536 |
| language | English |
| publishDate | 2024-01-01 |
| publisher | IEEE |
| record_format | Article |
| series | IEEE Access |
| spelling | doaj-art-8dfdb075d82942239b2f6cfa04c50dc82025-08-20T01:47:50ZengIEEEIEEE Access2169-35362024-01-011214662014663410.1109/ACCESS.2024.347396810705279A Hybrid Strategy for Chat Transcript SummarizationPratik K. Biswas0https://orcid.org/0000-0001-8570-3108Artificial Intelligence and Data Center, Verizon Communications, Basking Ridge, NJ, USAText summarization is the process of condensing a piece of text to fewer sentences, while still preserving its content. Chat transcript, in this context, is a textual copy of a digital or online conversation between a customer (caller) and agent(s). This paper presents an indigenously (locally) developed hybrid method that first combines extractive (unsupervised) and abstractive (supervised) summarization techniques in compressing ill-punctuated or unpunctuated chat transcripts to produce more readable punctuated summaries and then optimizes the overall quality of summarization through reinforcement learning. Extensive testing, evaluations, comparisons, and validation have demonstrated the efficacy of this approach for large-scale deployment of chat transcript summarization, in the absence of manually generated reference (annotated) summaries.https://ieeexplore.ieee.org/document/10705279/Extractive summarizationabstractive summarizationtopic modelingtransformerstransfer learningreinforcement learning |
| spellingShingle | Pratik K. Biswas A Hybrid Strategy for Chat Transcript Summarization IEEE Access Extractive summarization abstractive summarization topic modeling transformers transfer learning reinforcement learning |
| title | A Hybrid Strategy for Chat Transcript Summarization |
| title_full | A Hybrid Strategy for Chat Transcript Summarization |
| title_fullStr | A Hybrid Strategy for Chat Transcript Summarization |
| title_full_unstemmed | A Hybrid Strategy for Chat Transcript Summarization |
| title_short | A Hybrid Strategy for Chat Transcript Summarization |
| title_sort | hybrid strategy for chat transcript summarization |
| topic | Extractive summarization abstractive summarization topic modeling transformers transfer learning reinforcement learning |
| url | https://ieeexplore.ieee.org/document/10705279/ |
| work_keys_str_mv | AT pratikkbiswas ahybridstrategyforchattranscriptsummarization AT pratikkbiswas hybridstrategyforchattranscriptsummarization |