Abstract: A computer-implemented method is provided for quantitative performance evaluation of a call agent. The method comprises converting an audio recording of a call between the call agent and a customer to a text-based transcript and identifying at least one topic for categorizing the transcript. The method also includes retrieving a set of criteria associated with the topic. Each criterion correlates to a set of predefined questions for interrogating the transcript to evaluate the performance of the call agent with respect to the corresponding criterion. Each question captures a sub-criterion under the corresponding criterion. The method further includes inputting the predefined questions and the transcript into a trained large language model to obtain scores for respective ones of the predefined questions. Each score measures a degree of satisfaction of the performance of the call agent during the call with respect to the sub-criterion captured by the corresponding predefined question.

Abstract: Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving, at a local device from a remote device, query data representative of a question relating to source content of a source document of a repository of a plurality of source documents, with the source content being associated with transformed content accessible from the local device. The method further includes generating, in response to determination, at the local device, of a match between the query data and at least one portion of the transformed content, output data comprising one or more of a pointer to access, in the source document accessible from the remote device, at least one portion of the source document corresponding to the at least one portion of the transformed content, or a copy of the at least one portion of the source document.

Abstract: Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving a source document, applying one or more pre-processes to the source document to produce contextual information representative of the structure and content of the source document, and transforming the source document, based on the contextual information, to generate a question-and-answer searchable document.

Abstract: Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving a source document, applying one or more pre-processes to the source document to produce contextual information representative of the structure and content of the source document, and transforming the source document, based on the contextual information, to generate a question-and-answer searchable document.

Abstract: Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving, at a local device from a remote device, query data representative of a question relating to source content of a source document, and determining whether one or more pre-determined questions stored in a question-answer cache maintained at the local device matches the query data according to one or more matching criteria. The method further includes obtaining from the question-answer cache, in response to a determination that at least one of the pre-determined questions matches the query data received from the remote device, at least one answer data item, associated with at least one pre-determined question, corresponding to an answer to the question relating to the source content.

Abstract: Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving, at a local device from a remote device, query data representative of a question relating to source content of a source document, and determining whether one or more pre-determined questions stored in a question-answer cache maintained at the local device matches the query data according to one or more matching criteria. The method further includes obtaining from the question-answer cache, in response to a determination that at least one of the pre-determined questions matches the query data received from the remote device, at least one answer data item, associated with at least one pre-determined question, corresponding to an answer to the question relating to the source content.

Abstract: Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving, at a local device from a remote device, query data representative of a question relating to source content of a source document of a repository of a plurality of source documents, with the source content being associated with transformed content accessible from the local device. The method further includes generating, in response to determination, at the local device, of a match between the query data and at least one portion of the transformed content, output data comprising one or more of a pointer to access, in the source document accessible from the remote device, at least one portion of the source document corresponding to the at least one portion of the transformed content, or a copy of the at least one portion of the source document.

Abstract: Disclosed are methods, systems, devices, apparatus, media, design structures, and other implementations, including a method that includes receiving a source document, applying one or more pre-processes to the source document to produce contextual information representative of the structure and content of the source document, and transforming the source document, based on the contextual information, to generate a question-and-answer searchable document.

Abstract: Disclosed are implementations that include a method including obtaining at a local device, a question-and-answer data item representative of a question-and-answer pair relating to source content of a source document, with the question-and-answer data item being associated with question-and-answer history information representative of historical information and access information for the question-and-answer data item, and determining based on the question-and-answer history information whether to perform data refinement operations on the question-and-answer data item.