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: A computer implemented method is provided for automatically determining a response to an input query. The method includes searching at a first stage a data repository using the input query. The data repository is configured to store historical queries and their corresponding responses. The search is adapted to determine a plurality of historical queries related to the input query and historical responses corresponding to the related historical queries. The method also includes clustering the plurality of historical responses into one or more response groups, where each response group includes one or more similar historical responses. The method additionally includes searching at a second stage a content management system (CMS) to determine if there is at least one similar response to at least one historical response in each response group. The CMS is configured to store standard responses to anticipated queries.

Abstract: A computer implemented method is provided for automatically determining a response to an input query. The method includes searching at a first stage a data repository using the input query. The data repository is configured to store historical queries and their corresponding responses. The search is adapted to determine a plurality of historical queries related to the input query and historical responses corresponding to the related historical queries. The method also includes clustering the plurality of historical responses into one or more response groups, where each response group includes one or more similar historical responses. The method additionally includes searching at a second stage a content management system (CMS) to determine if there is at least one similar response to at least one historical response in each response group. The CMS is configured to store standard responses to anticipated queries.