Abstract: Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.

Abstract: Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.

Abstract: Evaluation data sets may be programmatically generated for code generation models. An evaluation data set is obtained that includes items that correspond to different evaluation tests for a code generation system. The individual items of the evaluation data set maybe converted, including the conversion of a function signature for the items, the test statements for the items and using a code generation system to generate the body of the function.

Abstract: Pre-fix matching may constrain the generation of next token predictions. Input text to perform a next token prediction may be received. Multiple tokens may be determined from the input text, including a partial token. From possible tokens, one or more matching possible tokens with the partial token may be identified. Next token predictions may then be filtered using the identified possible tokens in order to ensure that the partial token is matched.

Abstract: Code completion suggestions may be proactively obtained and validated. An event that triggers obtaining a code completion suggestion for inclusion in a code file being edited using an integrated development environment may be detected. The code completion suggestion may be obtained. The characters of the code completion suggestion may be compared with characters added to the code file after the detection of the event that triggered obtaining the code completion suggestion to determine whether the code completion suggestion is valid. A valid code completion suggestion may then be displayed.

Abstract: Random token segmentation may be implemented for next token prediction. Text data may be received for training a machine learning model to predict a next token given input text tokens. Multiple tokens may be determined from the text data. Different ones of the multiple token may be randomly segmented in to sub-tokens. The machine learning model may then be trained using the multiple tokens including the respective sub-tokens as a training data set.

Abstract: Systems and methods to implement customer contact service with real-time agent assistance. A service of a computing resource service provider may establish a connection between an agent to obtain audio data of the agent and a customer, transcribe the audio data to generate at least a portion of a transcript, execute one or more natural language processing techniques to generate metadata associated with the transcript, determine, based at least in part on the metadata, whether one or more categories match the transcript, generate information by processing the transcript, the metadata, and the one or more categories, and provide, to the agent, a notification that encodes the information. Notifications may be provided in real-time, which may include suitable delay tolerances.

Abstract: Systems and methods to support searching and diagnostics capabilities in a customer contact service. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to receive, from a client, a request to perform a search with a specified set of parameters on a plurality of outputs associated with a plurality of contacts data, wherein the plurality of outputs are generated based at least in part by: transcripts generated based on audio data of the plurality of contacts data, metadata determined based the transcripts using one or more natural language processing (NLP) techniques, categories that are matched based at least in part on the transcripts, and search the plurality of outputs to obtain a search result determined based at least in part on the transcripts, metadata, and categories, and provide the search result to the client.

Abstract: Systems and methods which may be implemented in the context of a customer contact service. A service of a computing resource service provider may obtain, at a first service of a computing resource service provider, audio source data from a client of the computing resource service provider, generate an output from the audio data, wherein the output encodes: a transcript of the audio data generated by a second service, wherein the transcript is partitioned by speaker, metadata generated by a third service based at least in part on the transcript, and, one or more categories triggered by the transcript, wherein a fourth service is used to determine whether the one or more categories match the transcript, and providing the output to the client.

Abstract: Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.

Abstract: Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.