Intuit, Inc.

Noa Haas

Alexander Zhicharevich

Rami Cohen

Oren Sar Shalom

A computing system identifies an incoming voice call from a user device to an agent device associated with the computing system. The computing system generates a transcription of the incoming voice call using one or more natural language processing techniques. The computing system extracts a problem description from the transcription. The problem description indicates a topic for the incoming voice call. A first machine learning model estimates a situation vector from the problem description. A second machine learning model identifies a pre-existing situation vector that closely matches the estimated situation vector. The computing system retrieves a situation description that corresponds to the identified pre-existing situation vector.

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Mountain View, CA, United States of America

Noa Haas