System and method for providing personalized customer experience in interactive communications

A computer-implemented method for processing a call, comprising:

• converting, from speech to text, one or more historical interactive communications of a caller to generate input data;
• extracting, from the input data using one or more trained machine learning models, caller preferences of the caller from the one or more historical interactive communications of the caller;
• and
• generating, based on the caller preferences for the caller, a customer-specific profile;
• selectively routing, based on the customer-specific profile and by an automated call center assistance system, a current call from the caller to a call center agent;
• and
• communicating, by the automated call center assistance system, one or more of the caller preferences for the caller to the call center agent for consideration in an interactive communication during the current call.

A non-transitory computer-readable device having instructions stored thereon that, when executed by at least one computing device, cause the at least one computing device to perform operations comprising:

• converting, from speech to text, one or more historical interactive communications of a caller to generate input data;
• extracting, from the input data using one or more trained machine learning models, caller preferences of the caller from the one or more historical interactive communications of the caller;
• and
• generating, based on the caller preferences for the caller, a customer-specific profile;
• selectively routing, based on the customer-specific profile and by an automated call center assistance system, a current call from the caller to a call center agent;
• and
• communicating, by the automated call center assistance system, one or more of the caller preferences for the caller to the call center agent for consideration in an interactive communication during the current call.