Real-time end-of-call prediction

A system adapted to, for a contact center, automatically display a summary of a customer-agent interaction before an end of the interaction, the system comprising:

• an agent computing device having a processor and a non-transitory computer readable medium operably coupled thereto, the agent computing device comprising a graphical user interface (GUI) and being in electronic communication with a contact center control system, the contact center control system comprising:
• a real-time automated speech recognition system and a summary engine, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
• with the contact center control system, over a first period of time:
• receiving a first plurality of interactions from a plurality of customers, each interaction comprising a plurality of phrases and an end;
• and
• with a training system, training a machine learning model to assign an end-of-call probability weight to each phrase of the plurality of phrases, based on a proximity of each phrase to the end;
• and
• with the contact center control system, at a time after the first period of time:
• receiving an interaction from a further customer different from the first plurality of interactions, the interaction comprising a plurality of utterances;
• connecting the interaction to the agent computing device;
• in real time, constructing a transcript of the utterances;
• in real time, with the trained machine learning model, computing a cumulative end-of-call probability based on the plurality of utterances that updates with each new utterance of the plurality of utterances;
• in real time, if the cumulative end-of-call probability exceeds a threshold value then, with the summary engine, constructing or updating a summary of the transcript;
• with the GUI, displaying a user control and the summary or the updated summary to an agent prior to an end of the interaction;
• when the user control is activated:
• saving the summary;
• and
• performing at least one automated action based on content within the summary or within the updated summary.