Abstract: A customer issue resolution system and methods for resolving a customer issue include receiving an audio interaction between a customer and an agent; converting the audio interaction into text; identifying a customer issue in the text of the interaction; performing a semantic search in a vector database for the customer issue in past customer interactions of a plurality of customers; obtaining a plurality of transcripts of past customer interactions from the vector database that match the customer issue, where the customer issue was resolved, and that have a threshold customer satisfaction score; constructing a large language model (LLM) prompt based on the obtained plurality of transcripts and the customer issue; executing the LLM prompt to return a recommendation to resolve the customer issue; and displaying the recommendation to the agent in real-time.

Abstract: A computerized-method for managing staffing-variances in a contact-center is provided herein.