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Customer-agent conversations (i.e. call transcripts) are invaluable source for companies as they convey direct information from their customers implicit and explicit behaviour. Identifying customerrelated events is an important task in customer services which is possible from the call transcripts. However, call centers produces a vast amount of transcripts which makes the manual or semi-manual processing of such raw datasets quite challenging. Furthermore, customer-agent call transcripts tend not to explicitly denote events that might be beneficial to customer services. Albeit being highly researched across multiple domains in the literature, event detection, especially implicit life event detection have not been well examined from call transcripts due to a lack of proper large-scale dataset. In this research, we propose a novel deep learning approach based on latent topic modeling and deep recurrent neural networks with memory units to automatically detect implicit events from a customer's history of call transcripts. These implicit events are detected prior to the report date of that event thereby not containing any explicit topic/feature. We provide a case study on a real-life, large-scale data of more than 800K call transcripts from a large financial services company in the U.S. to examine the practical features and challenges of this problem. The evaluation results demonstrate the potential applicability of our implicit life event detection as it achieves a macro-recall score of 53 (macro-f1 of 47.5) on a highly imbalanced test set, negative samples are 95% of the data. Our model beats the the state-of-the-art text classification benchmarks by macro-f1 score of 5.6 and macro-recall of 8.8 on average, and performs better than the ensemble of all single-document and sequential classification benchmarks albeit being significantly less complex. The comparison results show the importance as well as our model's capability of capturing the mutual information of a sequence of call transcripts in detecting the implicit life events. INDEX TERMS Implicit event discovery, call transcripts, deep learning, recurrent neural network, machine learning, natural language processing, text classification, topic modeling, event detection.

Background: In this work, we leverage state-of-the-art deep learning–based algorithms for blood glucose (BG) forecasting in people with type 1 diabetes. Methods: We propose stacks of convolutional neural network and long short-term memory units to predict BG level for 30-, 60-, and 90-minute prediction horizon (PH), given historical glucose measurements, meal information, and insulin intakes. The evaluation was performed on two data sets, Replace-BG and DIAdvisor, representative of free-living conditions and in-hospital setting, respectively. Results: For 90-minute PH, our model obtained mean absolute error of 17.30 ± 2.07 and 18.23 ± 2.97 mg/dL, root mean square error of 23.45 ± 3.18 and 25.12 ± 4.65 mg/dL, coefficient of determination of 84.13 ± 4.22% and 82.34 ± 4.54%, and in terms of the continuous glucose-error grid analysis 94.71 ± 3.89% and 91.71 ± 4.32% accurate predictions, 1.81 ± 1.06% and 2.51 ± 0.86% benign errors, and 3.47 ± 1.12% and 5.78 ± 1.72% erroneous predictions, for Replace-BG and DIAdvisor data sets, respectively. Conclusion: Our investigation demonstrated that our method achieved superior glucose forecasting compared with existing approaches in the literature, and thanks to its generalizability showed potential for real-life applications.

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