Genesys Cloud Services, Inc.

Naresh Kumar Elluru

Ramasubramanian Sundaram

Pavan Buduguppa

Basil George

Veera Raghavendra Elluru

A method of leveraging a global confidence classifier for information retrieval in contact centers according to an embodiment includes receiving, by a computing system, a user query from a contact center client communication with a knowledge-only bot of the computing system, performing, by the computing system, feature extraction on the user query by converting query words of the user query into a numerical vector representation of the user query, identifying, by the computing system, a subset of documents most likely to be responsive to the user query, and re-ranking, by the computing system, the subset of documents most likely to be responsive to the user query based on a global confidence classifier model.

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Hyderabad Telangana, India

Naresh Kumar Elluru