System and method for classifying calls

A system for classifying calls, comprising:

• one or more hardware processors;
• one or more memory media;
• a combination of the one or more processors configured to:
• collect call data for each call, wherein each call is associated with a unique call identifier;
• extract significant features from the collected call data;
• generate call classification model based on the extracted significant features, wherein the call classification model comprises a set of rules based on which a predetermined call class is assigned to the call;
• extract a text review from the collected call data;
• generate a generative review model based on the extracted text review, the generative review model used for correlating text reviews with a call class;
• and
• classify the call for which the call data was collected by weighting relative contributions of each of the generated call classification model and generative review model.

A non-transitory computer readable medium storing thereon computer executable instructions for classifying calls, including instructions for:

• collecting call data for each call, wherein each call is associated with a unique call identifier;
• extracting significant features from the collected call data;
• generating a call classification model based on the extracted significant features, wherein the call classification model comprises a set of rules based on which a predetermined call class is assigned to the call;
• extracting a text review from the collected call data;
• generating a generative review model based on the extracted text review, the generative review model used for correlating text reviews with a call class;
• and
• classifying the call for which the call data was collected by weighting relative contributions of each of the generated call classification model and generative review model.