Multi-service business platform system having conversation intelligence systems and methods

Abstract

The disclosure is directed to various ways of improving the functioning of computer systems, information networks, data stores, search engine systems and methods, and other advantages. Among other things, provided herein are methods, systems, components, processes, modules, blocks, circuits, sub-systems, articles, and other elements (collectively referred to in some cases as the 'platform' or the “system”) that collectively enable, in one or more datastores (e.g., where each datastore may include one or more databases) and systems. A system and method for providing conversation intelligence services may include pre-processing, transcribing, and post-processing. A conversation recording may be pre-processed generating a conversation record (e.g., conversation object). The pre-processed conversation recording may be transcribed into a transcript. The transcript may be post-processed which may include keyword extraction, topic extraction, feature extraction, event generation, trigger action, and/or search indexing. Conversation information may be presented based on the pre-processing, the transcribing, and the post-processing.