System and Method for Identification of Intent Segment(s) in Caller-Agent Conversations

Identification of an intent of a conversation can be useful for real-time or post-processing purposes. According to example embodiments, a method, and corresponding apparatus of identifying at least one intent-bearing utterance in a conversation, comprises determining at least one feature for each utterance among a subset of utterances of the conversation; classifying each utterance among the subset of utterances, using a classifier, as an intent classification or a non-intent classification based at least in part on a subset of the at least one determined feature; and selecting at least one utterance, with intent classification, as an intent-bearing utterance based at least in part on classification results by the classifier. Through identification of an intent bearing utterance, a call center for example, can provide improved service for callers through, for example, more effective directing of a call to a live agent.