Genesys Cloud Services, Inc.

Rotem Maoz

Lev Haikin

Avraham Faizakof

Eyal Orbach

Nelly David

A method in a contact center for generating insights from conversation data derived from interactions and storing the insights in an index. The method may include: determining an insight type; based on the insight type, determining inputs including a question prompt, answer prefix, and relevant portion of the conversation data; inputting the inputs into a LLM configured to receive the inputs and generate output text answering a question contained in the question prompt pursuant to an answer form suggested by the answer prefix given content contained in the relevant portion of the conversation data; generating the output text via operation of the LLM; transforming the output text of the first insight via a sentence transformer into vector embedding representative of a semantic meaning of the output text; and storing the computed vector embedding of the first insight in the index.

Methods and systems for enhanced searching of conversation data and related analytics in a contact center

A method for inverse text normalization of contact center communications according to an embodiment includes performing named entity recognition on text from a contact center communication to identify one or more entities in the text, normalizing each of the identified one or more entities in the text using weighted finite-state transducers, and normalizing at least one entity identified in the text using a large language model in response to determining that the at least one entity identified in the text was unable to be normalized using the weighted finite-state transducers.

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Tel Aviv, Israel

Rotem Maoz