Computer Systems and Methods for Efficient Query Resolution by Customer Representatives

A computerized method of representing customer interactions with an organization includes: receiving, by a computing device, customer web interaction data segments and customer conversation data segments; pre-processing the customer conversation data segments to remove specified types of information; scoring each of the pre-processed customer conversation data segments; pre-processing the customer web data interaction segments; extracting from the pre-processed customer web interaction data segments tokens; combining the pre-processed customer conversation data segments and the pre-processed customer web interaction data segments into a customer data set; parsing the customer data set into one or more windows; assigning, for each window, pre-trained weights to each of the tokens in each window; assigning a transaction theme to each window based on the tokens in each window; and generating, based on the transaction themes, a ranked list of topic keywords reflecting the customer web interaction data segments and customer conversation data segments.