Artificial intelligence based refinement of automatic control setting in an operator interface using localized transcripts

A data processing system for artificial intelligence-based setting of controls in an evaluation interface, comprising:

• a processor;
• a data store storing:
• a plurality of transactions, each of the plurality of transactions comprising a voice session recording of an inbound call recorded by a call center recording system and a transcript of the voice session;
• a plurality of completed evaluations, each completed evaluation of the plurality of completed evaluations being an evaluation of a corresponding transaction from the plurality of transactions and including an evaluation answer to a question and an indication of a transcript portion associated with the evaluation answer, the transcript portion being a portion of the transcript from the corresponding transaction;
• a non-transitory computer-readable medium storing computer-readable instructions executable by the processor, the computer-readable instructions comprising instructions for:
• determining a word or phrase common to a first set of transcript portions associated with the evaluation answer;
• creating a first set of auto answer parameters that includes the word or phrase;
• auto answering the question for a set of test transactions from the plurality of transactions to generate an auto answer for each test transaction of the set of test transactions;
• based on a determination that the first set of auto answer parameters auto answered the question with a threshold level of accuracy, configuring an evaluation system to use the first set of auto answer parameters to preset an answer control in an evaluation operator interface;
• providing the evaluation operator interface to a client computer for evaluating a first transaction that includes a first voice session recording and a first transcript of the first voice session recording, the evaluation operator interface comprising:
• the answer control to allow a first evaluator to provide a first evaluation answer to the question;
• a media player to play the first voice session recording and including a control to allow the first evaluator to pause the first voice session recording;
• and
• a transcript viewer to display the first transcript, the evaluation operator interface operable to record a first temporal location in the first voice session recording at which the first voice session recording is paused when the first evaluator inputs the first evaluation answer to the question;
• and
• storing a first completed evaluation for the first transaction, the first completed evaluation including the first evaluation answer and the first temporal location.