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 and abstractive summarization techniques in compressing ill-punctuated or un-punctuated 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.

Speech-to-text (S2T) summarization is a time-saving technique for filtering and keeping up with the broadcast news uploaded online on a daily basis. The rise of large language models from deep learning with impressive text generation capabilities has placed the research focus on summarization systems that produce paraphrased compact versions of the document content, also known as abstractive summaries. End-to-end (E2E) modelling of S2T abstractive summarization is a promising approach that offers the possibility of generating rich latent representations that leverage non-verbal and acoustic information, as opposed to the use of only linguistic information from automatically generated transcripts in cascade systems. However, the few literature on E2E modelling of this task fails on exploring different domains, namely broadcast news, which is challenging domain where large and diversified volumes of data are presented to the user every day. We model S2T summarization both with a cascade and an E2E system for a corpus of broadcast news in French. Our novel E2E model leverages external data by resorting to transfer learning from a pre-trained T2T summarizer. Experiments show that both our cascade and E2E abstractive summarizers are stronger than an extractive baseline. However, the performance of the E2E model still lies behind the cascade one, which is object of an extensive analysis that includes future directions to close that gap.