Tagging telecommunication interactions

A method, comprising:

• generating, by a device:
• a first index of first terms present in a plurality of transcripts relating to a plurality of telecommunication interactions, and
• a second index of second terms present in a plurality of agent-prepared summaries of the plurality of telecommunication interactions;
• obtaining, by the device, a data set that indicates a plurality of scores for the first terms based on association scores between the first terms and the second terms;
• processing, by the device, a transcript relating to a new telecommunication interaction to determine a set of possible tags for the new telecommunication interaction;
• generating, by the device and based on a request, one or more tags for the new telecommunication interaction based on one or more candidate key phrases, of the transcript relating to the new telecommunication interaction, associated with highest relevance scores;
• identifying, based on the one or more tags, additional information relevant to one or more topics discussed during the new telecommunication interaction;
• and
• causing transmission of a communication, directed to a user involved in the new telecommunication interaction, that indicates the additional information.

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:
• generate:
• a first index of first terms present in a plurality of transcripts relating to a plurality of telecommunication interactions, and
• a second index of second terms present in a plurality of agent-prepared summaries of the plurality of telecommunication interactions;
• generate a data set that indicates a plurality of scores for the first terms based on association scores between respective first terms and respective second terms;
• generate one or more tags for a new telecommunication interaction based on one or more candidate key phrases of the new telecommunication interaction and based on the data set;
• identify, based on the one or more tags, additional information relevant to one or more topics discussed during the new telecommunication interaction;
• and
• cause transmission of a communication, directed to a user involved in the new telecommunication interaction, that indicates the additional information.