Generative AI systems for interpreting customer service communications

A system, comprising:

• at least one processor;
• and
• a memory communicatively coupled to the at least one processor, the memory storing instructions which, when executed by the at least one processor, cause the at least one processor to perform operations comprising:
• accessing, from one or more hardware storage devices, first data comprising text transcripts of a plurality of voice calls;
• generating, using one or more computerized large language models (LLMs) based on the first data, labeled representations of the voice calls, wherein the one or more computerized LLMs comprise a generative transformer model having at least one of an encoder or a decoder, wherein generating the labeled representations of the voice calls comprises:
• determining, using the one or more computerized LLMs, a plurality of contextual categories associated with the voice calls,
• segmenting, using the one or more computerized LLMs, the text transcript into a plurality of transcript segments,
• labeling, using the one or more computerized LLMs, each of the transcript segments in accordance with a respective one of the contextual categories, and
• based on the labeled transcript segments, generating, using the one or more computerized LLMs, the labeled representations of the voice calls, and
• storing the labeled representations of the voice calls using one or more hardware storage devices.

One or more non-transitory computer-readable media storing instructions which, when executed by at least one processor, cause the at least one processor to perform operations comprising:

• accessing, from one or more hardware storage devices, first data comprising text transcripts of a plurality of voice calls;
• generating, using one or more computerized large language models (LLMs) based on the first data, labeled representations of the voice calls, wherein the one or more computerized LLMs comprise a generative transformer model having at least one of an encoder or a decoder, wherein generating the labeled representations of the voice calls comprises:
• determining, using the one or more computerized LLMs, a plurality of contextual categories associated with the voice calls,
• segmenting, using the one or more computerized LLMs, the text transcript into a plurality of transcript segments,
• labeling, using the one or more computerized LLMs, each of the transcript segments in accordance with a respective one of the contextual categories, and
• based on the labeled transcript segments, generating, using the one or more computerized LLMs, the labeled representations of the voice calls, and
• storing the labeled representations of the voice calls using one or more hardware storage devices.