Abstract: Transformer-based agent assistant systems as machine learning-based customer service tools that analyze past customer-agent conversations to build a knowledge base of problem-resolution steps are disclosed. The system may include a natural language processing (NLP) model and a transformer-based model to extract and generate customer concerns and resolutions. One embodiment also includes a head-topic and subtopic detection module for identifying trends in customer concerns. Another embodiment uses a question-answering model and a zero-shot-NLI (natural language inference) classifier for entity extraction and detection. The system is designed to be flexible, incorporating new data over time, and can retrieve company documentation or FAQs for the agent based on cosine similarity.

Abstract: Automatic analyses of customer-agent interactions provide valuable, actionable feedback for managers, agents, and customers. To provide such analyses, methods for recording and analysis of customer-agent interactions using a customer relationship management (CRM) system are disclosed. A recorder application records the customer-agent interaction, and sensitive information may be identified. Sensitive portions of the recording may then be redacted and removed from the recording. The redacted recording is then analyzed to generate useful summary and analytics information.

Abstract: Automatic analyses of customer-agent interactions provide valuable, actionable feedback for managers, agents, and customers. To provide such analyses, methods for recording and analysis of customer-agent interactions using a customer relationship management (CRM) system are disclosed. A recorder application records the customer-agent interaction, and sensitive information may be identified. Sensitive portions of the recording may then be redacted and removed from the recording. The redacted recording is then analyzed to generate useful summary and analytics information.

Abstract: Automatic analyses of customer-agent interactions provide valuable, actionable feedback for managers, agents, and customers. To provide such analyses, methods for recording and analysis of customer-agent interactions using a customer relationship management (CRM) system are disclosed. A recorder application records the customer-agent interaction, and sensitive information may be identified. Sensitive portions of the recording may then be redacted and removed from the recording. The redacted recording is then analyzed to generate useful summary and analytics information.