# GPT-Calls: Enhancing Call Segmentation and Tagging by Generating Synthetic Conversations via Large Language Models

arXiv: https://arxiv.org/abs/2306.07941 · HTML: https://mlsanity.com/paper/2306.07941/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 9 of its 13 references that are in the map.
- First posted on arXiv 9 Jun 2023.

## Builds on (most cited first, 9 of 9)

- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [Language Models are Few-Shot Learners](https://mlsanity.com/paper/2005.14165/) (2020)
- [Training language models to follow instructions with human feedback](https://mlsanity.com/paper/2203.02155/) (2022)
- [Sentence-BERT: Sentence Embeddings using Siamese BERT-Networks](https://mlsanity.com/paper/1908.10084/) (2019)
- [PEGASUS: Pre-training with Extracted Gap-sentences for Abstractive Summarization](https://mlsanity.com/paper/1912.08777/) (2019)
- [Benchmarking Zero-shot Text Classification: Datasets, Evaluation and Entailment Approach](https://mlsanity.com/paper/1909.00161/) (2019)
- [Unsupervised Topic Segmentation of Meetings with BERT Embeddings](https://mlsanity.com/paper/2106.12978/) (2021)
- [Text Segmentation based on Semantic Word Embeddings](https://mlsanity.com/paper/1503.05543/) (2015)
- [An End-to-End Dialogue Summarization System for Sales Calls](https://mlsanity.com/paper/2204.12951/) (2022)

## Abstract (arXiv)

Transcriptions of phone calls are of significant value across diverse fields, such as sales, customer service, healthcare, and law enforcement. Nevertheless, the analysis of these recorded conversations can be an arduous and time-intensive process, especially when dealing with extended or multifaceted dialogues. In this work, we propose a novel method, GPT-distilled Calls Segmentation and Tagging (GPT-Calls), for efficient and accurate call segmentation and topic extraction. GPT-Calls is composed of offline and online phases. The offline phase is applied once to a given list of topics and involves generating a distribution of synthetic sentences for each topic using a GPT model and extracting anchor vectors. The online phase is applied to every call separately and scores the similarity between the transcripted conversation and the topic anchors found in the offline phase. Then, time domain analysis is applied to the similarity scores to group utterances into segments and tag them with topics. The proposed paradigm provides an accurate and efficient method for call segmentation and topic extraction that does not require labeled data, thus making it a versatile approach applicable to various domains. Our algorithm operates in production under Dynamics 365 Sales Conversation Intelligence, and our research is based on real sales conversations gathered from various Dynamics 365 Sales tenants.