公开(公告)号：US20250165720A1

公开(公告)日：2025-05-22

申请号：US18386335

申请日：2023-11-02

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： LEV HAIKIN ,  AVRAHAM FAIZAKOF ,  NELLY DAVID ,  EYAL ORBACH ,  ROTEM MAOZ

IPC: G06F40/40 ,  G06F16/951 ,  G06F40/279 ,  G06F40/35 ,  G06Q30/015

Abstract: A method in a contact center for generating insights from conversation data derived from interactions and storing the insights in an index. The method may include: determining an insight type; based on the insight type, determining inputs including a question prompt, answer prefix, and relevant portion of the conversation data; inputting the inputs into a LLM configured to receive the inputs and generate output text answering a question contained in the question prompt pursuant to an answer form suggested by the answer prefix given content contained in the relevant portion of the conversation data; generating the output text via operation of the LLM; transforming the output text of the first insight via a sentence transformer into vector embedding representative of a semantic meaning of the output text; and storing the computed vector embedding of the first insight in the index.