Systems and methods relating to mining conversation flows

Abstract

A method for mining conversation flows according to an embodiment includes receiving a plurality of transcripts of conversations between contact center agents and users, generating a summary of each transcript of the plurality of transcripts by extracting, for each transcript, one or more intents associated with the respective transcript and one or more slot entries associated with the respective transcript, clustering the plurality of transcripts into a plurality of intent categories based on the respective summary of each transcript, wherein each intent category includes intents that are similar to one another, and analyzing each transcript within a selected intent category of to generate a guided flow for the selected intent category, wherein the guided flow defines a set of actions to be taken by a human / virtual contact center agent to resolve an intent associated with the selected intent category.