Systems and methods for utilizing a machine learning model to determine an intent of a voice customer in real time

A device, comprising:

• one or more processors configured to:
• receive, during a duration of a call between an agent of an entity and a customer, real time audio data associated with the call between the agent and the customer;
• receive customer data identifying an account of the customer with the entity;
• process the real time audio data, with a real time speech analysis model, to generate transcript data identifying a real time transcript of the call;
• input, into a machine learning model, the customer data and the transcript data to cause the machine learning model to output a customer intent in association with the entity;
• and
• perform one or more actions based on the customer intent.

A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:

• one or more instructions that, when executed by one or more processors of a device, cause the device to:
• receive customer data identifying historical information associated with a customer of an entity and the entity;
• generate, based on real time audio data of a call between the customer and an agent of the entity, transcript data identifying a real time transcript of the call;
• input, into a machine learning model, the customer data and the transcript data to cause the machine learning model to output a customer intent in relation to a product or service of the entity;
• and
• perform one or more actions based on the customer intent.