Machine learning for multi-channel interaction workflows

Abstract

Interactions between organizations occur through multiple channels such as textual communication (e.g., emails) and voice communication (e.g., telephone conversations). All such interaction data collated together constitutes a large amount of unstructured data. A framework is provided for collating the unstructured interaction data and creating a machine-legible structure from it using machine learning models. The machine learning models may generate a variety of generic as well as business-context-relevant insights, with the usage and application of custom-built machine learning model pipelines that generate an overall business insight record that can then be published back into a customer relationship management (CRM) system. Multiple data types are used for the interactions. For example, a voice call may be recorded and stored as an audio file, whereas an email may be stored as a text file. Multiple such formats may also be used to store interaction data.