Call Tagging Using Machine Learning Model

A computer-implemented method, comprising:

• receiving a selection of a contact;
• retrieving a call transcript data associated with the contact;
• determining one or more categories associated with one or more statements in the call transcript data using a trained call tagging model, wherein the trained call tagging model generates a set of multi-dimensional statement-level category vectors;
• determining a set of contact-level categories associated with the contact based on the set of multi-dimensional statement-level category vectors;
• and
• determining another contact that is contextually similar to the selected contact.

A system comprising a processor configured to execute a method comprising:

• receiving a selection of a contact;
• retrieving a call transcript data associated with the contact;
• determining one or more categories associated with one or more statements in the call transcript data using a trained call tagging model, wherein the trained call tagging model generates a set of multi-dimensional statement-level category vectors;
• determining a set of contact-level categories associated with the contact based on the set of multi-dimensional statement-level category vectors;
• determining a second contact that is contextually similar to the selected contact;
• and
• training, using the determined set of contact-level categories and data associated with the second contact as training data, the trained call tagging model.