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"Identifying Call Intent from Our Clients" by Justin Federico (Vanguard) & Jeff Emberger (Vanguard)

Clients call Vanguard for many reasons which increases the complexity of our call routing. In order to better serve our clients, Vanguard utilized AI to create an experimental model that identifies call intention.

This talk will present a high level overview of how client calls were used in an AI model. The talk will also cover the full development of how we ingest client calls into cloud, transcribed them into text format, and built a AI topic model that used the transcriptions.