arXiv (OAI Expanded)
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Topic Matching in the Wild: Benchmark and Lessons from Real-World ASR Transcripts
In contact centers, real-time agent-assist tools determine, for each of many predefined topics, whether a live customer utterance is relevant and display a coaching card to the agent when it is. The input is noisy and challenging: ASR(Automatic Speech Recognition) transcripts of spontaneous phone co
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