METHODS AND SYSTEMS FOR ENHANCED SEARCHING OF CONVERSATION DATA AND RELATED ANALYTICS IN A CONTACT CENTER

Abstract: a method in a contact center for generating insights from conversation data derived from interactions and storing the insights in an index. the method may include: determining an insight type; based on the insight type, determining inputs including a question prompt, answer prefix, and relevant portion of the conversation data; inputting the inputs into a llm configured to receive the inputs and generate output text answering a question contained in the question prompt pursuant to an answer form suggested by the answer prefix given content contained in the relevant portion of the conversation data; generating the output text via operation of the llm; transforming the output text of the first insight via a sentence transformer into vector embedding representative of a semantic meaning of the output text; and storing the computed vector embedding of the first insight in the index.

Inventor(s): LEV HAIKIN, AVRAHAM FAIZAKOF, NELLY DAVID, EYAL ORBACH, ROTEM MAOZ

CPC Classification: G06F40/40 (ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models ))

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