Advanced machine learning methods for enhanced call transcript annotation and targeted analytics report generation

An apparatus for providing a targeted analytics report, the apparatus comprising:

• communications hardware configured to receive a call transcript, wherein the call transcript is associated with transcript metadata;
• a smart engine configured to:
• determine using an annotation model, one or more annotations for the call transcript,
• annotate, using the annotation model, the call transcript with the one or more annotations, and
• store the annotated call transcript in a history recorder repository, wherein the history recorder repository comprises one or more annotated call transcripts;
• and
• an analytics engine configured to:
• identify an analytics inquiry, wherein the analytics inquiry comprises one or more attributes of interest, wherein an attribute of interest corresponds to the one or more annotations,
• select, using an analytics model, the one or more annotated call transcripts based on the one or more attributes of interest, and
• generate, using the analytics model, the targeted analytics report based on the selected one or more annotated call transcripts,
• wherein the communications hardware is further configured to provide the targeted analytics report.

A computer program product for providing a targeted analytics report, the computer program product comprising at least one non-transitory computer readable storage medium storing software instructions that, when executed, cause an apparatus to:

• receive a call transcript, wherein the call transcript is associated with transcript metadata;
• determine, using an annotation model, one or more annotations for the call transcript;
• annotate, using the annotation model, the call transcript with the one or more annotations;
• store, the annotated call transcript in a history recorder repository, wherein the history recorder repository comprises one or more annotated call transcripts;
• identify an analytics inquiry, wherein the analytics inquiry comprises one or more attributes of interest, wherein an attribute of interest corresponds to the one or more annotations;
• select, using an analytics model, the one or more annotated call transcripts based on the one or more attributes of interest;
• generate, using the analytics model, the targeted analytics report based on the selected one or more annotated call transcripts;
• and
• provide the targeted analytics report.