US 2025/0308531 A1 · SYSTEM AND METHOD FOR ENHANCED CUSTOMER SERVICE THROUGH AUTOMATED REAL-TIME FAQ GENERATION FROM CALL CENTER INTERACTIONS

Abstract

An automated system for generating Frequently Asked Questions (FAQs) from call center interactions includes a call center device for recording audio conversations between agents and customers, and a backend system. The backend system segments the conversation between agent and customer speech, converts the segmented speech into text using an Automatic Speech Recognition engine, and generates FAQs using a Large Language Model. Each FAQ includes a query statement corresponding to the customer's speech and at least one answer statement corresponding to the agent's speech. The system also includes mechanisms for selecting relevant, non-duplicate FAQs, determining the importance of each FAQ based on frequency, sentiment, and coherence scores, and dynamically updating the FAQ database in real-time. A user interface displays the generated FAQs with dropdown arrows to view the answers, enhancing customer service efficiency and accuracy by providing immediate, relevant responses to common inquiries.

Claims20

Dependent claims

A computer-implemented method of automated generation of Frequently Asked Questions (FAQs) from call center interactions, comprising:

inputting a call center audio conversation between an agent and a customer;
segmenting the audio conversation between speech by the agent and speech by the customer to obtain separate audio for the agent and audio for the customer;
converting, using an Automatic Speech Recognition (ASR) engine, the separate audio for the agent and the audio for the customer into segmented text;
separately generating queries and answers for the FAQ's from the segmented text by separate large language models (LLMs),
wherein each of the queries includes a query statement corresponding with the speech by the customer and each of the answers includes at least one answer statement corresponding with the speech by the agent,
wherein the LLMs output a plurality of factors associated with each generated FAQ, and
wherein the method further comprises:
ranking the generated FAQs based on the plurality of factors;
and
displaying the generated FAQs in ranked order.

7 more elements

Dependencies are inferred from the claim text.

System and method for enhanced customer service through automated real-time faq generation from call center interactions

Life of this patent

System and method for enhanced customer service through automated real-time faq generation from call center interactions

Life of this patent

Abstract

Claims20