Method and system for matching customer queries across diverse digital channels with a response in a multichannel contact center

Abstract

A computerized-method for matching customer queries across diverse digital channels with a response in a multichannel contact center. The computerized-method includes: (i) continuously receiving queries from customers via digital communication channels; in each preconfigured time-window: (ii) converting each customer query in the received queries into a high-dimensional vector representation and scoring the customer query to yield a similarity score by operating a semantic embedder module; (iii) clustering each customer query based on the high-dimensional vector representation and the similarity score by operating a AIQA module to yield clusters of customer queries with semantic similarity; (iv) matching each cluster of customer queries with the response based on a preconfigured threshold by operating a CVSE; (v) automatically generating a notification for each customer query based on the matched response by operating a notification module; and (vi) automatically sending the notification to each customer that is associated with the customer query.