Abstract: A device configured to obtain at least a portion of a phone call and to identify a voice signal associated with a person on the phone call. The device is further configured to generate metadata for the phone call and a transcript for the phone call. The device is further configured to input the transcript and the metadata into a machine learning model and to receive a call profile from the machine learning model. The call profile includes a first call classification for the phone call. The device is further configured to identify a call log associated with the phone call that includes a second call classification for the phone call. The device is further configured to determine that the first call classification does not match the second call classification, to generate a feedback report that identifies the first call classification, and to output the feedback report.

Abstract: A device configured to obtain at least a portion of a phone call and to identify a voice signal associated with a person on the phone call. The device is further configured to generate metadata for the phone call and a transcript for the phone call. The device is further configured to input the transcript and the metadata into a machine learning model and to receive a call profile from the machine learning model. The call profile includes a first call classification for the phone call. The device is further configured to identify a call log associated with the phone call that includes a second call classification for the phone call. The device is further configured to determine that the first call classification does not match the second call classification, to generate a feedback report that identifies the first call classification, and to output the feedback report.

Abstract: Embodiments of the present invention provide a system for triggering enterprise-wide actions in response to detecting events from distributed front line units. As events are detected, a new incident is identified, along with at least one incident keyword associated with that incident. A triggering escalation action is also identified and transmitted to a specialist tasked with resolving the detected incident. Additionally, a dynamic model of the status of each detected incident, triggering escalation action, detected event, and/or affected front line unit is generated. A user may then input a monitoring theme request, including a particular incident keyword. The dynamic model will then display information associated with all detected incidents, triggering escalation actions, detected events, and affected front line units that are linked to the input incident keyword, thereby presenting a status and other information for every identified incident associated with a theme across a portion of the enterprise.