Harnessing GPT for Topic-Based Call Segmentation in Microsoft Dynamics 365 Sales

Itzik Malkiel, Shahar Keren, Uri Alon, Oren Barkan, Noam Koenigstein, Yakir Yehuda, Royi Ronen

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Transcriptions of phone calls hold significant value in sales, customer service, healthcare, law enforcement, and more. However, analyzing recorded conversations can be a time-consuming process, especially for complex dialogues. In Microsoft Dynamics 365 Sales, a novel system, named GPT-Calls, is applied for efficient and accurate topic-based call segmentation. GPT-Calls comprises offline and online phases. In the offline phase, the system leverages a GPT model to generate synthetic sentences and extract anchor vectors for predefined topics. This phase, performed once on a given topic list, significantly reduces the computational burden. The online phase scores the similarity between the transcribed conversation and the topic anchors from the offline phase, followed by time domain analysis to group utterances into segments and tag them with topics. The GPT-Calls scheme offers an accurate and efficient approach to call segmentation and topic extraction, eliminating the need for labeled data. It is a versatile solution applicable to various industry domains. GPT-Calls operates in production under Dynamics 365 Sales Conversation Intelligence, applied to real sales conversations from diverse Dynamics 365 Sales tenants, streamlining call analysis, and saving time and resources while ensuring accuracy and effectiveness.

Original languageEnglish
Title of host publicationCIKM 2023 - Proceedings of the 32nd ACM International Conference on Information and Knowledge Management
Pages5246-5247
Number of pages2
ISBN (Electronic)9798400701245
DOIs
StatePublished - 21 Oct 2023
Externally publishedYes
Event32nd ACM International Conference on Information and Knowledge Management, CIKM 2023 - Birmingham, United Kingdom
Duration: 21 Oct 202325 Oct 2023

Publication series

NameInternational Conference on Information and Knowledge Management, Proceedings

Conference

Conference32nd ACM International Conference on Information and Knowledge Management, CIKM 2023
Country/TerritoryUnited Kingdom
CityBirmingham
Period21/10/2325/10/23

All Science Journal Classification (ASJC) codes

  • General Decision Sciences
  • General Business,Management and Accounting

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