Artificial intelligence based setting of controls in a user interface

A computer program product comprising a non-transitory computer readable medium storing instructions executable by a processor to:

• store a voice session recording of a call and an evaluation form;
• display, on a visual display, the evaluation form, wherein the evaluation form comprises an evaluation question and an answer control settable to indicate an answer to the evaluation question;
• generate, using a speech-to-text transcription server, a transcript of the voice session recording of the call;
• parse the evaluation form to identify the evaluation question for an intended call participant interaction;
• automatically determine, using a large language model, whether the intended call participant interaction of the evaluation question is present in the transcript, wherein automatically determining whether the intended call participate interaction is present in the transcript comprises:
• generating a prompt to the large language model to cause the large language model to evaluate text from the transcript to determine if the intended call participant interaction is present in the transcript and send the prompt with text from the transcript;
• and
• processing the prompt and text from the transcript with the large language model to determine whether the intended call participate interaction is present in the transcript;
• and
• when the intended call participant interaction is determined using the large language model to be present in the transcript:
• record a first answer determined using the large language model for the evaluation question corresponding to the voice session recording, the first answer indicating a presence of the intended call participant interaction in the voice session recording;
• and
• based on the first answer, automatically set the answer control to a first setting in the evaluation form prior to serving the evaluation form for display in the visual display to cause the evaluation form when displayed in the visual display to indicate the presence of the intended call participant interaction in the voice session recording.

A method for artificial intelligence-based evaluation of an agent interaction comprising:

• storing a voice session recording of a call and an evaluation form, wherein the voice session recording comprises a plurality of call participant interactions recorded by a call center recording system;
• displaying, on an evaluation operator interface, an evaluation question from the evaluation form and an answer control settable to indicate a response to the evaluation question;
• generate, using a speech-to-text transcription server, a transcript of the voice session recording of the call;
• parse the evaluation form to identify the evaluation question for an intended call participant interaction;
• automatically determine, using a large language model, that the intended call participant interaction of the evaluation question is present in the transcript, wherein automatically determining that the intended call participate interaction is present in the transcript comprises:
• generating a prompt to the large language model to cause the large language model to evaluate text from the transcript to determine if the intended call participant interaction is present in the transcript and send the prompt with text from the transcript;
• and
• processing the prompt and text from the transcript with the large language model to determine that the intended call participate interaction is present in the transcript;
• and
• when the intended call participant interaction is present in the transcript:
• recording a first answer generated using large language model for the evaluation question corresponding to the voice session recording, the first answer indicating a presence of the intended call participant interaction in the voice session recording;
• and
• based on the first answer, automatically setting the answer control in the evaluation from to a first setting prior to serving the evaluation form for display in the visual display to cause the evaluation form when displayed in the visual display to indicate the presence of the intended call participant interaction in the voice session recording.