Importance

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Abstract

A method of leveraging artificial intelligence for post-call actions in contact center systems according to an embodiment includes receiving, by a computing system, a transcript of a contact center interaction between a contact center agent and a client in real time, analyzing, by the computing system, the transcript of the interaction to identify one or more action items to be performed with respect to the contact center interaction based on an artificial intelligence model, determining, by the computing system and for each action item of the identified one or more action items, at least one predefined action associated with the respective action item, receiving, by the computing system, an indication that the contact center agent has selected a particular predefined action associated with a particular action item, and performing, by the computing system, the selected predefined action.

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First Claim