Abstract: A system and method are disclosed for detecting the intent of a freeform customer support email question and performing a workflow to respond to the customer support email. In one implementation, a granular taxonomy of topics is generated and intent detection includes mapping a summary of the email to a topic in the taxonomy. An interactive workflow may be selected based on the topic of the email. The interactive workflow may include slot-filling using generative artificial intelligence. The interactive workflow may include API calls.

Abstract: A computer-implemented method is disclosed for using generative AI for customer support. An AI model may be fine-tuned on the task of generating a template workflow answer given a prompt of real answers. In some implementations, an AI empathy model is trained/fine-tuned to customize template answers to be more empathic. In some implementations, the template workflow answer may include an API call step.