Intelligent prediction of next step sentences from a communication session

Abstract

Methods and systems provide for extracting next step sentences from a communication session. In one embodiment, the system defines a set of annotation guidelines for labeling training data; receives a set of labeled training data including sentences from a transcript of a communication session, a subset of the sentences being associated with a positive label; organizes the labeled training data and trains a model with the labeled training data, the training including, for each of the sentences, inputting the sentence into a language model and a classification head to output a number of class probabilities, and inputting a classification token representing the sentence into a classification head; using a number of classifiers from the trained model to generate ensemble class scores; and using the ensemble class scores to predict one or more next step sentences from the sentences in the transcript.