Volume 2 Number 10 (Dec. 2007)
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JCP 2007 Vol.2(10): 45-51 ISSN: 1796-203X
doi: 10.4304/jcp.2.10.45-51

Sequence Package Analysis: A New Method for Intelligent Mining of Patient Dialog, Blogs and Help-line Calls

Amy Neustein
1Linguistic Technology Systems 1055 River Road, Suite 1013 Edgewater, New Jersey 07020 U.S.A.

Abstract—The ambiguities, repetitions and ellipses commonly found in natural language dialog continue to hinder speech (and text) analytic mining programs that glean business intelligence data from consumer help-line calls, or extract important medical diagnostic information from doctor-patient interviews or consumer-generated health-related blogs. This poses an even greater problem when such mining programs attempt to extract critical emotional data from natural language dialog. At present, speech (and text) analytic programs that mine natural language dialog for signs of distress, frustration, anger or other human emotions are still largely ineffective, because conventional speech systems that are limited to a set of key words and phrases cannot process speech as it actually occurs; if a speaker or blogger fails to use the word(s) found in the speech application’s vocabulary, the program yields a poor statistical word match (or no match). This paper shows how Sequence Package Analysis is informed by a set of algorithms – representing some of the more complex semantic aspects of communication in addition to syntax – that can interpret less than perfect natural speech, enhancing intelligent mining of recordings of doctor-patient interviews, customer care help-line calls, and consumergenerated health-related blogs.

Index Terms—blogosphere, call centers, customer-care helpline calls, data mining, doctor-patient dialog, medical interviews, natural language understanding, sequence package analysis, speech analytics

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Cite: Amy Neustein, "Sequence Package Analysis: A New Method for Intelligent Mining of Patient Dialog, Blogs and Help-line Calls," Journal of Computers vol. 2, no.10, pp. 45-51, 2007.

General Information

ISSN: 1796-203X
Abbreviated Title: J.Comput.
Frequency: Bimonthly
Editor-in-Chief: Prof. Liansheng Tan
Executive Editor: Ms. Nina Lee
Abstracting/ Indexing: DBLP, EBSCO,  ProQuest, INSPEC, ULRICH's Periodicals Directory, WorldCat,etc
E-mail: jcp@iap.org
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