analyzing a transcript, by a service analyzer of a contact center application being executed by the computing system, of a communications session between a customer operating a customer device and a virtual assistant to determine a customer query;

the service analyzer analyzing the customer query and a search engine generating supplemental information from a customer interaction database including extracted information from the transcript and an original conversation between an agent and a customer, the customer interaction database including the supplemental information stored in response to the customer query, wherein analyzing the customer query further comprises:

extracting one or more triples describing relationships between entities and objects of the customer query;

aligning the one or more triples with a seed dictionary including a collection of linguistic rules based in part on customer-based artifact;

extracting one or more topics from the customer query by categorizing text of the customer query and segmenting the customer query into a plurality of discrete bins; and

storing one or more aligned triples and one or more topics in the customer interaction database; and

the contact center application sending the supplemental information during the communication session or in a subsequent communication session to the customer device by the virtual assistant.