sentence-transformers safetensors bert sentence-similarity feature-extraction generated_from_trainer dataset_size:30000 loss:CosineSimilarityLoss arxiv:1908.10084 base_model:sentence-transformers/all-MiniLM-L6-v2 base_model:finetune:sentence-transformers/all-MiniLM-L6-v2 autotrain_compatible text-embeddings-inference endpoints_compatible region:us
---
base_model: sentence-transformers/all-MiniLM-L6-v2
library_name: sentence-transformers
pipeline_tag: sentence-similarity
tags:
- sentence-transformers
- sentence-similarity
- feature-extraction
- generated_from_trainer
- dataset_size:30000
- loss:CosineSimilarityLoss
widget:
- source_sentence: What error message appears if a customer attempts to enter a Custom
    Name and a non-VZW number?
  sentences:
  - 'High Risk SIM Swaps send an SMS and email notification to customers to let them
    know when a change is complete. Customers who receive these notifications, but
    did not make the change may contact CS to find out why they were notified. If
    customers believe that their account is compromised with a SIM takeover, follow
    these steps after authentication is complete:'
  - 'How information appears when a customer subscribes to Company Name ID based on
    how they have configured the lines on their accounts: Note: Must be a valid 10-digit
    NPA/NXX assigned number. Toll Free Number Restriction: If a customer sets their
    Custom Number Display to be a toll-free number, then calls made by MTNs using
    the custom number may not be accepted by other terminating toll-free numbers.
    The name also may not always appear. Company Name ID retrieves its data from various
    carrier databases, and not all databases support toll-free numbers. If the customer
    attempts to enter a Custom Name and a non-VZW number an error appears: "NPA/NXX
    is owned and managed by [Company]. To change the display name associated with
    this number, you need to contact [Company] and request they change the Caller
    ID name associated with it. What would you like to do next?" Customer is given
    2 options; USE or USE a Different Number. If the customer selects USE, then the
    Custom Number applies and the Custom Name does not apply. The name displayed is
    the name associated with the Custom Number as listed in the Caller ID database.
    If the customer selects USE a Different Number, then the customer is given the
    opportunity to enter a different Custom Number. Example: XYZ AC & Heating wants
    to have their Company''s Customer Service number appear on Caller ID when their
    technicians call customers, but does not enter a Custom Name. They have configured
    the lines below with Company Name ID Custom Number. Enter Customer Number (VZW
    NPA/NXX) Default name appears as "Wireless Caller" 800-123-4567'
  - 'Broadband Portal Failed Activation Special Handling Instructions Lamborghini
    Customers do not have access to Inside Sales and must not be forwarded as with
    other OEMs. Broadband Portal is the only means for trial enrollment until the
    Internet channel is enabled (TBD 1Q22). The Lamborghini product is an embedded
    telematics device with Wi-Fi enabled vehicles. Customers can opt in for a free
    in-vehicle Wi-Fi trial. Lamborghini owners receive either 1 GB or 1 month, whichever
    comes first. Customers receive email alerts when they have 50% and 0% of their
    trial data remaining. When the trial period has ended or a customer has 0% of
    their data remaining, the customer receives an email stating that the trial has
    expired and asking to subscribe for continued service. Additional marketing-related
    emails to be delivered to customers on the following cadence: Day 1 (Welcome)
    Day 5 (Trial Engagement) Day 10 (Trial Reinforcement) Day 30 (Trial-to-Paid) Trial
    Enrollment Vehicle Compatibility The Lamborghini - 2022 Urus is compatible. To
    check the vehicle''s compatibility, advise customers to provide the vehicle''s
    IMEI (Device ID) number. To assist the customer in locating the IMEI (a 15-digit
    serial number located within the vehicle''s head unit HMI), see Connected Car
    Wi-Fi (Lamborghini) - View Device ID (IMEI). Connected Car Wi-Fi Hotspot: In-Vehicle
    Unit In the cars head unit (car''s electronic display), 2 categories of service
    options are available: Telematics (i.e., radio serviced, GPS/navigation, car service
    alerts) Wi-Fi connectivity Note: See the Knowledge Base (KB) articles to help
    guide the customer through set-up and connection from a wireless device to the
    Connected Car Wi-Fi Hotspot. Support Tools A Training Reference Guide and KB articles
    are available to assist with tier 1 support. Note: BGCO support can review the
    Split Data Routing KB for details regarding multi-part billing. KB Articles for
    Lamborghini Vehicles'
- source_sentence: What additional responsibilities do Social Support Coordinators
    have besides handling cases?
  sentences:
  - 'Context: in the Device Information tile. 3 Click the number hyperlink in the
    Agreement # column. Result: The Device Payment History screen displays. 4 Within
    the MDN column, click the MDN hyperlink. Note: This source MDN is the number that
    you want to transfer from. 5 Select the desired MDN from the dropdown menu. Note:
    This is the MDN you want to move the agreement to. 6 Click Submit. Note: In the
    event an error is received, an AYS ticket can be submitted to escalate the issue.
    Name of the appliction: Automated Customer Support System Vzw Primary Issue: Device
    Payment IssueTable: <table border="1" cellpadding="5" style="font-family: nhg-text-roman
    , Arial , sans-serif;font-size: 14.0px;" width="100%"> <tbody><tr><td style="text-align:
    center;" valign="top" width="05%">1</td> <td width="95%"><p>Within ACSS, click
    the <b>Devices tab</b>.</p> </td> </tr><tr><td style="text-align: center;" valign="top"
    width="05%">2</td> <td width="95%">Click the <b>Device Payment</b> hyperlink in
    the <b>Device Information </b>tile. </td> </tr><tr><td style="text-align: center;"
    valign="top" width="05%">3</td> <td width="95%">Click the number hyperlink in
    the Agreement # column. Result: The <b>Device Payment History </b>screen displays.</td>
    </tr><tr><td style="text-align: center;" valign="top" width="05%">4</td> <td width="95%"><p>Within
    the MDN column, click the <b>MDN hyperlink</b>.<br/> Note: This source MDN is
    the number that you want to transfer from. </p> </td> </tr><tr><td style="text-align:
    center;" valign="top" width="05%">5</td> <td width="95%">Select the desired MDN
    from the dropdown menu.<br/> Note: This is the MDN you want to move the agreement
    to.</td> </tr><tr><td style="text-align: center;" valign="top" width="05%">6</td>
    <td width="95%"><p>Click <b>Submit</b>.<br/> <br/> Note: In the event an error
    is received, an <a href="https://atyourservice.verizon.com/ays?id=support">AYS
    ticket</a> can be submitted to escalate the issue.</p> <ul> <li>Name of the appliction:
    Automated Customer Support System Vzw</li> <li>Primary Issue: Device Payment Issue</li>
    </ul> </td> </tr></tbody></table>'
  - 'Context: verification process. This includes IDs that do or do not have an expiration
    date indicated on the ID. Refer to National Identification Requirement Matrix
    for a list of acceptable forms of ID. Driver''s license verification process:
    Note: Only PACT Leadership can make the exception to allow a driver''s license
    to be accepted without successful contact with the customer on an outbound call.
    An outbound call is required. If unable to reach the customer, leave a voicemail
    message informing of the port request. This must only be completed in an escalated
    situation or as an exception based on the customer''s circumstance.Table: <table
    border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align:
    center;" valign="top" width="5%">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td
    style="text-align: center;" valign="top" width="5%">1</td><td style="text-align:
    left;" valign="top"><p>Provide the Outbound call disclosure which includes:</p><ul><li>The
    representative''s name</li><li>Company and department</li><li>Reason for the call</li><li>Advise
    that the call is recorded for quality purposes<br/> </li></ul><p>Example: "This
    is (name) with Verizon''s port center calling about your transfer of the number
    ending in XXXX to Verizon. Is now a good time to review this request? ...great,
    well just to let you know, this call may be monitored or recorded for quality
    and training purposes."</p></td></tr><tr><td style="text-align: center;" valign="top"
    width="5%">2</td><td style="text-align: left;" valign="top"><p>Complete verification
    and ask for:</p><ul><li>The first and last name on the port request.<ul><li>Exception:
    When working a prepaid port and a valid name is not listed on the port request
    (e.g., Prepaid, No Name, etc.).</li></ul></li><li>The Ported Telephone Number
    (PTN).</li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">3</td><td
    style="text-align: left;" valign="top">Ask the customer if the PTN is the only
    number porting.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">4</td><td><p>Remark
    the account.</p><p>Example: "Rec ticket, Customer information does not match called
    customer, TT Mary Smith/verified name on PR and PTN, updated account number, sent
    sup3, rec''d confirm. (Name)."</p></td></tr></tbody></table>'
  - Social Support Coordinators/Speclialists first assist peers with de-escalation
    support so the customer can continue to work with the original agent. When the
    customer requests to speak to a member of leadership, Social Support Coordinators/Specialists
    take over handling the case. For more information, refer to the Escalations section.
- source_sentence: What is the procedure for handling garments with quality issues?
  sentences:
  - 'Html 2 Canvas Changing Ownership of an Account (SMART) Vote Up Vote Down Thank
    you. Your rating has been submitted. I did not find this page helpful because
    the content on the page: (check all the apply) X Does not have the information
    that I needed Had too much information Was confusing Was not well organized Was
    out-of-date Comments : 300 characters or less I found this page helpful because:
    X Comments : 300 characters or less When changing account ownership from the current
    Account Owner (AO) to an Account Manager (AM) on the account, the following rules
    apply: You must be on the current AO’s line to begin the process of transferring
    ownership. You can select any AMs’ line to transfer ownership to. That line will
    become the new AO line. The assuming AO’s ASC is required. You cannot transfer
    ownership to more than 1 line. Follow the steps below to change account ownership.
    Back to Top Confidential and proprietary material for Verizon Wireless personnel
    and Authorized Agents/Retailers only. Use, disclosure, or distribution of this
    material is not permitted to any unauthorized persons or third parties except
    by written agreement. © 2023 Verizon Wireless OST PageID 209429'
  - 'Context: audience is mature and pragmatic customers who use less talk, text and
    data. Refer to Tracfone for more information.For information on 30, 60 and 90
    day plans, refer to Tracfone Service Plans. 30 Days of Service Plans For the details
    on the 30 days of service plans, refer to: 365 Days of Service Plans For the details
    on the 365 days of service plans, refer to:The following Care Contact options
    are available: Phone: Call 1-800-867-7183 for assistance. Online Chat: Go to Tracfone
    Contact Us and select Chat With Us. Text Helpline: Text 611611 to check balance,
    get refills and more.Table: <table border="1" cellpadding="5" cellspacing="0"
    width="100%"><tbody><tr><th style="text-align: left;" valign="top" width="25%">Cost</th><th
    style="text-align: left;" valign="top" width="25%">Talk/Text</th><th style="text-align:
    left;" valign="top" width="25%">Data</th><th style="text-align: left;" valign="top"
    width="25%">Hotspot</th></tr><tr><td style="text-align: left;" valign="top" width="25%">$199</td><td
    style="text-align: left;" valign="top" width="25%"><ul><li>Talk: Unlimited</li><li>Text:
    Unlimited</li></ul></td><td style="text-align: left;" valign="top" width="25%">24
    GB</td><td style="text-align: left;" valign="top" width="25%">N/A</td></tr></tbody></table>'
  - '$35 Custom Unlimited Business Plan for Smartphones A $10 off promotional BIC
    is added and must be shown at checkout. Net price per month is $25. Price plan
    code is: 50400. Lines that are no longer under a line term: Purchase equipment
    through a device installment plan. Activate with Customer Provided Equipment (CPE)
    or purchase equipment at full retail price. Activate on, or change to, these plans
    receive a $10 credit that can be applied to the monthly access fee. Can be applied
    to new and existing lines. Updating existing lines requires a manual price plan
    change to reflect the discounted $25 price plan following the same $10 BIC process.
    If the promotion does not populate on the checkout screen, send orders to the
    Center of Excellence (COE) to process. Plan details include: Stackable with Quarterly
    Promotions (i.e., activation and port in BICs) Unlimited domestic data allowance
    with mobile hotspot Unlimited monthly anytime minutes-domestic, Canada and Mexico
    Domestic Canada and Mexico Long Distance Toll Free Unlimited Domestic messaging
    allowance Note: After 10 GB of data usage on a line during any billing cycle,
    usage may be prioritized behind other customers in the event of network congestion.
    This plan no longer starts off throttled or deprioritized. To ensure users are
    able to maximize their high speed data use for business applications, video applications
    stream at up to 480p. Mobile Hotspot is available on all capable devices and allows
    the line to share data allowance with multiple Wi-Fi enabled devices. If 10 GB
    of Mobile Hotspot data usage is exceeded on any line in any given billing cycle,
    Verizon limits the data throughput speeds to up to 200 Kbps for additional usage
    for the remainder of the then current billing cycle for the line that exceeds
    the data usage. For data usage in Canada and Mexico, after the first 512 MB of
    usage in a day, throughput speeds is reduced for the remainder of the day. This
    plan has no line caps (e.g., the plan can go beyond 99 lines). $45 Custom Business
    Unlimited Smartphone Plan Features include: $10 out of contract discount Net price
    per month of $35 (after out of contract discount is applied) 22 GB Premium Smartphone
    Data Unlimited Talk/Text Price plan code: 26524 Plan Details include: Stackable
    with Quarterly Promotions (i.e., activation and port in BICs). Unlimited domestic
    data allowance with mobile hotspot up to 10 GB before throttling speeds apply
    Unlimited Canada and Mexico messaging and data allowance Unlimited monthly anytime
    minutes-domestic, Canada and Mexico Domestic Canada and Mexico Long Distance Toll
    Free Unlimited Domestic and International messaging allowance Note: Usage on a
    line during any billing cycle may be prioritized behind other customers in the
    event of network congestion after 22 GB of data usage per line in the same billing
    cycle. For data usage in Canada and Mexico, after the first 512 MB of usage in
    a day, throughput speeds are reduced for the remainder of the day. Mobile Hotspot
    is available on all capable devices and allows the line to share data allowance
    with multiple Wi-Fi enabled devices. Hotspot usage exceeding 10 GB in the same
    monthly billing cycle is subject to throttled speeds. This plan has no line caps
    (e.g., the plan can go beyond 99 lines). $25 Custom Business Unlimited Mobile
    Broadband Data Plan for Tablets Plan details include: If 22 GB of domestic data
    usage is exceeded on any line in any given billing cycle, Verizon Wireless limits
    the data throughput speeds to up to 600 Kbps for additional usage for the remainder
    of the then current billing cycle for the line that exceeds the data usage. Price
    Plan Code: 61893.'
- source_sentence: What should be done if the customer does not answer the initial
    outbound call during the verification process?
  sentences:
  - 'Context: payment plan) The survey cannot be reassigned if the BGCO Representative
    refuses to take a transfer calls based on the SPG valid transfer reason listed.
    When cold transfer takes place, the survey assignment follows the last representative
    that handled the call. Use the Advanced Tech Support CTI option to reach Global
    Tech Support.Partner Representative Note: Do not refer escalated customers to
    the Contact Us option on vzw.com or correspondence address on the bill. Partner
    Supervisor/Coach Note: If a call escalates beyond a Supervisor or Coach, another
    Supervisor/Coach is not the next level of support. Partner Operations Manager
    Verizon Site ManagerTable: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th
    style="text-align: center;" valign="top" width="5%">Step</th><th style="text-align:
    left;" valign="top">Action</th></tr><tr><td style="text-align: center;" valign="top"
    width="5%">1</td><td style="text-align: left;" valign="top"><p>Attempt to resolve
    the customers problem using tools and resources (when required).</p><p>Note: Use
    <a href="/content/km/categories/account-support/203254.html" target="_blank">Suggested
    Scripting to Prevent Escalation</a> to assist customers.</p></td></tr><tr><td
    style="text-align: center;" valign="top" width="5%">2</td><td style="text-align:
    left;" valign="top">Remark the account with the escalation reason and any offers
    provided to the customer.</td></tr><tr><td style="text-align: center;" valign="top"
    width="5%">3</td><td style="text-align: left;" valign="top">Engage a Supervisor
    when the customer requests to speak to a Supervisor (after the de-escalation attempt).</td></tr></tbody></table>'
  - 'The ShatterShield™ display system is made of 3 separate components: Display (Warranted
    against shattering and cracking for 4 years from the original date of consumer
    purchase.) Embedded lens (Warranted against shattering and cracking for 4 years
    from the original date of consumer purchase.) Protective lens (Consumer-replaceable
    lens is not covered by the limited warranty. However, it should always be in place
    to prevent scratches and other damage to the underlying components.) Motorola
    Moto ShatterShield program details:'
  - 'Context: verification process. This includes IDs that do or do not have an expiration
    date indicated on the ID. Refer to National Identification Requirement Matrix
    for a list of acceptable forms of ID. Driver''s license verification process:
    Note: Only PACT Leadership can make the exception to allow a driver''s license
    to be accepted without successful contact with the customer on an outbound call.
    An outbound call is required. If unable to reach the customer, leave a voicemail
    message informing of the port request. This must only be completed in an escalated
    situation or as an exception based on the customer''s circumstance.Table: <table
    border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align:
    center;" valign="top" width="5%">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td
    style="text-align: center;" valign="top" width="5%">1</td><td style="text-align:
    left;" valign="top">Verify the MDN being ported.</td></tr><tr><td style="text-align:
    center;" valign="top" width="5%">2</td><td style="text-align: left;" valign="top"><p>Ensure
    the following information on the MDN being ported out:</p><ul><li>There has not
    been a SIM swap in the past 24 hours.</li><li>Call Forwarding is not turned on.<ul><li>To
    check call forwarding in ACSS, select <b>Devices </b>(located on the top navigation
    bar) &gt; <b>Subscriber</b>.<ul><li>The numbers display if call forwarding is
    turned on.</li></ul></li></ul></li></ul></td></tr><tr><td style="text-align: center;"
    valign="top" width="5%">3</td><td style="text-align: left;" valign="top">Call
    the MDN being ported out and complete 1 of the following according to the outcome:<ul><li>If
    the customer answers, continue to Step 4.</li><li>If the customer does not answer,
    attempt a second call to the Can Be Reached (CBR) number.<ul><li>If there is no
    CBR, call an alternate MDN on the account.</li><li>If the customer does not answer,
    proceed to Step 6.</li></ul></li><li>If all lines on the account are suspended
    for non-pay or non-voice capable devices (e.g., Jetpack, smartwatch and tablet),
    only call the CBR on the account.</li></ul><p>Note:  Do not advise the customer
    that an outbound call is being made for verification. Inform the customer of a
    brief hold while reviewing the transaction.</p></td></tr><tr><td style="text-align:
    center;" valign="top" width="5%">4</td><td style="text-align: left;" valign="top">Verify
    the first and last name of the Account Owner or Account Manager.  </td></tr><tr><td
    style="text-align: center;" valign="top" width="5%">5</td><td style="text-align:
    left;" valign="top"><p>Confirm with the person answering the outbound call that
    the customer is porting out from Verizon.</p><p>Note: If the customer is not porting
    out:</p><ul><li>Assist the customer with updating the API to <b>F</b>.</li><li>Advise
    the caller that Verizon is unable to complete secondary verification and refer
    the customer to the Fraud Prevention Team at 888-483-7200.</li><li>Do not continue
    with secondary verification.</li></ul></td></tr><tr><td style="text-align: center;"
    valign="top" width="5%">6</td><td style="text-align: left;" valign="top"><p>Check
    remarks to ensure a My Verizon password and/or Account PIN reset was not completed
    within the past 24 hours. </p><p>Note: </p><ul><li>If a password / PIN change
    was completed in the past 24 hours, direct the customer appropriately. </li><li>If
    the customer can only receive email for step-up verification, direct the customer
    to My Verizon after 24 hours expires. <ul><li>Do not use email in this situation.</li></ul></li><li>If
    the customer cannot wait 24 hours, the customer can visit a Verizon store where
    the Number Transfer PIN (NTP) can be generated.<ul><li>The port out process is
    not stopped while waiting for the NTP.</li><li>Once the customer receives the
    NTP, the customer can provide the NTP to the new carrier to complete the process.</li></ul></li></ul></td></tr><tr><td
    style="text-align: center;" valign="top" width="5%">7</td><td style="text-align:
    left;" valign="top"><p>Verify the ACSS PIN (if an Account PIN exists or was established). </p><p>Note:
    If there is not an established Account PIN, contact CS to assist the customer
    to establish the Account PIN. </p></td></tr><tr><td style="text-align: center;"
    valign="top" width="5%">8</td><td style="text-align: left;" valign="top"><p>Verify
    the CBR number.</p><p>Note: </p><ul><li>This step is only applicable when a valid
    CBR is listed.</li><li>This step is not required when:<ul><li>The CBR is the Ported
    Telephone Number (PTN) and the customer has provided the full PTN. </li><li>There
    is no valid CBR listed on the account (e.g., 999-999-9999).</li></ul></li></ul></td></tr><tr><td
    style="text-align: center;" valign="top" width="5%">9</td><td style="text-align:
    left;" valign="top"><p>Ask for the exact amount of the last bill. </p><p>Note:
    Local Number Portability (LNP) accepts the last payment amount. </p></td></tr><tr><td
    style="text-align: center;" valign="top" width="5%">10</td><td style="text-align:
    left;" valign="top"><p>Verify the following:</p><ul><li>The device IMEI or Integrated
    Circuit Card ID (ICCID) (e.g., SIM card) of the line being ported out from the
    account.</li><li>The make and model of the device.</li></ul></td></tr><tr><td
    style="text-align: center;" valign="top" width="5%">11</td><td style="text-align:
    left;" valign="top">Provide the customer with the account number once verification
    is complete.</td></tr></tbody></table>'
- source_sentence: What information is required when calling CMD to report an issue?
  sentences:
  - 'Assist customers who are experiencing trouble adding the Verizon Connections
    discount to their account. This enhancement is for Verizon Connections and does
    not include the Veterans Advantage Affinity Program. Add the token to New Installs,
    Moves, Change, or Pending orders. Adding VZ Connection Token in Optix Select VZ
    Connections in the dropdown in the Coupons, Tokens and Discounts section of One
    Page Ordering (OPO). Enter the 12-digit alphanumeric token provided by the customer.
    The token is specific to the customer and can only be provided by them. It is
    not in Optix. Click Verify Customer Coupon to validate the token. Click Apply
    to add the discount to the customer''s account. The Verizon Connections discount
    is presented on the Agreement + Offer section tile: Click Review Order. The discount
    appears on the Review Order page:'
  - 'LTE Internet (Installed) customers automatically get 50% more data through the
    first 2 full billing cycles. The extra allowance is intended to temporarily help
    provide overage protection. It gives customers an opportunity to track how much
    data they use on a monthly basis without the penalty of incurring any overage
    charges (within the 50% allowance). At the end of a customer''s first 2 months
    of service, they receive an email recommending a plan change if they went over
    their allowance. An example of the 10 GB plan: Customer automatically receives
    the 50% more data allowance and gets a 50% data bonus on their prorated billing
    cycle at activation. Customer activates a LTE Internet (Installed) 10 GB per month
    plan on day 15 of the month. Bill cycle is on day 20. Customer gets full 10 GB
    plus 5 GB for the first 5 days (prorated). The monthly allowance may be prorated
    if the customer: Upgrades LTE Internet (Installed) equipment (Antenna). Changes
    plans. Changes any features. The extra data allowance is never prorated. Customer
    gets 10 GB plus 5 GB for the first prorated bill cycle, and the next 2 successive
    bill cycles. The 50% more data allowance appears on the customer’s bills, it does
    not display in ACSS. Benefits: Customers are able to track their data usage through
    My Verizon. ACSS and data usage alerts do not reflect the 50% more data allowance.
    Data usage alerts do not reflect the 50% bonus data and trigger based on the customer''s
    plan allowance. The email address registered on the account receives alerts at
    50%, 75%, 90% and 100% of usage of the plan (BAU) and at 90% of each GB used over
    the allowance. Customers looking to avoid unexpected or high overage charges can
    add SmartFamily controls to an LTE Internet (Installed) Broadband account. This
    allows them to set hard stop limits on monthly data usage. Note: Customers with
    a LTE Internet (Installed) line of service on The Verizon Plan are not eligible
    for the 50% More Data Allowance.'
  - 'Context: is due. To dismiss the alert when it is Due Now, click the MR ticket
    number and access the ticket.Once a scheduled follow up has arrived, notifications
    display as a reminder to handle the follow up.Alert: Do not place confidential,
    CPI or internal comments in the message box as these notes are viewable by the
    customer. Statusing Follow Ups Follow Up What If ScenariosManages Resolution (MR)
    Follow Up (automated) enhancements give customers more information and control
    during the process. After a ticket is submitted, review below to see what the
    customer sees and how the customer can manage their ticket.Table: <table border="1"
    cellpadding="5" cellspacing="0" width="100%"><tbody><tr><td style="text-align:
    left;" valign="top" width="35%"><b>If ...</b></td><td style="text-align: left;"
    valign="top" width="65%"><b>Then ...</b></td></tr><tr><td style="text-align: left;"
    valign="top" width="35%">agent misses the scheduled window for contact</td><td
    style="text-align: left;" valign="top" width="65%">agent attempts to contact.
    If customer does not answer, request to reschedule and do so when customer responds. </td></tr><tr><td
    style="text-align: left;" valign="top" width="35%">the agent is out sick or on
    vacation</td><td style="text-align: left;" valign="top" width="65%">supervisors
    reassign the follow up to ensure the customer receives the call back.</td></tr><tr><td
    style="text-align: left;" valign="top" width="35%">the customer modifies the scheduled
    call back</td><td style="text-align: left;" valign="top" width="65%">customer
    selects a new time based on the agent''s availability through My Verizon app.
    The follow up system automatically updates the time on the agent''s end and provides
    reminders the day of the newly selected time. </td></tr><tr><td style="text-align:
    left;" valign="top" width="35%">the customer cannot be reached</td><td style="text-align:
    left;" valign="top" width="65%"><p>the agent completes the following:</p><ol><li>Leave
    a detailed voicemail.</li><li>Extend the follow up for the next business day. </li><li>Select
    a reason for the reschedule:<ul><li>No answer</li><li>Voicemail</li><li>Line busy</li><li>Note:
    Selecting 1 of these options places the ticket in Pending-Need more information
    status. </li></ul></li><li>Update the Follow Up Status accordingly.</li></ol></td></tr><tr><td
    style="text-align: left;" valign="top" width="35%">there is a need to make changes
    to a follow up without agreement from the customer</td><td style="text-align:
    left;" valign="top" width="65%"><p>do not do without customer approval. </p><p>Note:
    The Managed Resolution (MR) Follow Up transformation offers customers the experience
    to receive updates on their follow ups and receive updates any time there is a
    change. Customer may call back if it is not a change the customer requested (e.g.,
    changing MDN, follow up method, etc.)</p></td></tr><tr><td style="text-align:
    left;" valign="top">there is a need to make a change to a follow up and waiting
    for the customer to respond</td><td style="text-align: left;" valign="top"><p>select
    <b>Need more information</b>. </p><p>Result: The customer receives a 24 hour and
    72 hour reminder. If the customer does not respond within 7 days, the follow up
    auto-resolves.</p></td></tr><tr><td style="text-align: left;" valign="top">waiting
    for NRB ticket or another resolution prior to contacting the customer</td><td
    style="text-align: left;" valign="top"><p>select <b>Need more time, still reviewing
    and processing</b>.</p><p>Agent types an update message to the customer that is
    sent through SMS or email to alert the customer of the follow up status.</p></td></tr></tbody></table>'
---

# SentenceTransformer based on sentence-transformers/all-MiniLM-L6-v2

This is a [sentence-transformers](https://www.SBERT.net) model finetuned from [sentence-transformers/all-MiniLM-L6-v2](https://huggingface.co/sentence-transformers/all-MiniLM-L6-v2). It maps sentences & paragraphs to a 384-dimensional dense vector space and can be used for semantic textual similarity, semantic search, paraphrase mining, text classification, clustering, and more.

## Model Details

### Model Description
- **Model Type:** Sentence Transformer
- **Base model:** [sentence-transformers/all-MiniLM-L6-v2](https://huggingface.co/sentence-transformers/all-MiniLM-L6-v2) <!-- at revision fa97f6e7cb1a59073dff9e6b13e2715cf7475ac9 -->
- **Maximum Sequence Length:** 256 tokens
- **Output Dimensionality:** 384 dimensions
- **Similarity Function:** Cosine Similarity
<!-- - **Training Dataset:** Unknown -->
<!-- - **Language:** Unknown -->
<!-- - **License:** Unknown -->

### Model Sources

- **Documentation:** [Sentence Transformers Documentation](https://sbert.net)
- **Repository:** [Sentence Transformers on GitHub](https://github.com/UKPLab/sentence-transformers)
- **Hugging Face:** [Sentence Transformers on Hugging Face](https://huggingface.co/models?library=sentence-transformers)

### Full Model Architecture

```
SentenceTransformer(
  (0): Transformer({'max_seq_length': 256, 'do_lower_case': False}) with Transformer model: BertModel 
  (1): Pooling({'word_embedding_dimension': 384, 'pooling_mode_cls_token': False, 'pooling_mode_mean_tokens': True, 'pooling_mode_max_tokens': False, 'pooling_mode_mean_sqrt_len_tokens': False, 'pooling_mode_weightedmean_tokens': False, 'pooling_mode_lasttoken': False, 'include_prompt': True})
  (2): Normalize()
)
```

## Usage

### Direct Usage (Sentence Transformers)

First install the Sentence Transformers library:

```bash
pip install -U sentence-transformers
```

Then you can load this model and run inference.
```python
from sentence_transformers import SentenceTransformer

# Download from the 🤗 Hub
model = SentenceTransformer("shivamgoel97/largefinetune")
# Run inference
sentences = [
    'What information is required when calling CMD to report an issue?',
    'Context: is due. To dismiss the alert when it is Due Now, click the MR ticket number and access the ticket.Once a scheduled follow up has arrived, notifications display as a reminder to handle the follow up.Alert: Do not place confidential, CPI or internal comments in the message box as these notes are viewable by the customer. Statusing Follow Ups Follow Up What If ScenariosManages Resolution (MR) Follow Up (automated) enhancements give customers more information and control during the process. After a ticket is submitted, review below to see what the customer sees and how the customer can manage their ticket.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><td style="text-align: left;" valign="top" width="35%"><b>If ...</b></td><td style="text-align: left;" valign="top" width="65%"><b>Then ...</b></td></tr><tr><td style="text-align: left;" valign="top" width="35%">agent misses the scheduled window for contact</td><td style="text-align: left;" valign="top" width="65%">agent attempts to contact. If customer does not answer, request to reschedule and do so when customer responds.\xa0</td></tr><tr><td style="text-align: left;" valign="top" width="35%">the agent is out sick or on vacation</td><td style="text-align: left;" valign="top" width="65%">supervisors reassign the follow up to ensure the customer receives the call back.</td></tr><tr><td style="text-align: left;" valign="top" width="35%">the customer modifies the scheduled call back</td><td style="text-align: left;" valign="top" width="65%">customer selects a new time based on the agent\'s availability through My Verizon app. The follow up system automatically updates the time on the agent\'s end and provides reminders the day of the newly selected time.\xa0</td></tr><tr><td style="text-align: left;" valign="top" width="35%">the customer cannot be reached</td><td style="text-align: left;" valign="top" width="65%"><p>the agent completes the following:</p><ol><li>Leave a detailed voicemail.</li><li>Extend the follow up for the next business day.\xa0</li><li>Select a reason for the reschedule:<ul><li>No answer</li><li>Voicemail</li><li>Line busy</li><li>Note: Selecting 1 of these options places the ticket in Pending-Need more information status.\xa0</li></ul></li><li>Update the Follow Up Status accordingly.</li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="35%">there is a need to make changes to a follow up without agreement from the customer</td><td style="text-align: left;" valign="top" width="65%"><p>do not do without customer approval.\xa0</p><p>Note: The Managed Resolution (MR) Follow Up transformation offers customers the experience to receive updates on their follow ups and receive updates any time there is a change. Customer may call back if it is not a change the customer requested (e.g., changing MDN, follow up method, etc.)</p></td></tr><tr><td style="text-align: left;" valign="top">there is a need to make a change to a follow up and waiting for the customer to respond</td><td style="text-align: left;" valign="top"><p>select <b>Need more information</b>.\xa0</p><p>Result: The customer receives a 24 hour and 72 hour reminder. If the customer does not respond within 7 days, the follow up auto-resolves.</p></td></tr><tr><td style="text-align: left;" valign="top">waiting for NRB ticket or another resolution prior to contacting the customer</td><td style="text-align: left;" valign="top"><p>select <b>Need more time, still reviewing and processing</b>.</p><p>Agent types an update message to the customer that is sent through SMS or email to alert the customer of the follow up status.</p></td></tr></tbody></table>',
    "Assist customers who are experiencing trouble adding the Verizon Connections discount to their account. This enhancement is for Verizon Connections and does not include the Veterans Advantage Affinity Program. Add the token to New Installs, Moves, Change, or Pending orders. Adding VZ Connection Token in Optix Select VZ Connections in the dropdown in the Coupons, Tokens and Discounts section of One Page Ordering (OPO). Enter the 12-digit alphanumeric token provided by the customer. The token is specific to the customer and can only be provided by them. It is not in Optix. Click Verify Customer Coupon to validate the token. Click Apply to add the discount to the customer's account. The Verizon Connections discount is presented on the Agreement + Offer section tile: Click Review Order. The discount appears on the Review Order page:",
]
embeddings = model.encode(sentences)
print(embeddings.shape)
# [3, 384]

# Get the similarity scores for the embeddings
similarities = model.similarity(embeddings, embeddings)
print(similarities.shape)
# [3, 3]
```

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You can finetune this model on your own dataset.

<details><summary>Click to expand</summary>

</details>
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## Bias, Risks and Limitations

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## Training Details

### Training Dataset

#### Unnamed Dataset


* Size: 30,000 training samples
* Columns: <code>sentence_0</code>, <code>sentence_1</code>, and <code>label</code>
* Approximate statistics based on the first 1000 samples:
  |         | sentence_0                                                                        | sentence_1                                                                           | label                                           |
  |:--------|:----------------------------------------------------------------------------------|:-------------------------------------------------------------------------------------|:------------------------------------------------|
  | type    | string                                                                            | string                                                                               | int                                             |
  | details | <ul><li>min: 9 tokens</li><li>mean: 18.77 tokens</li><li>max: 35 tokens</li></ul> | <ul><li>min: 55 tokens</li><li>mean: 218.68 tokens</li><li>max: 256 tokens</li></ul> | <ul><li>0: ~32.80%</li><li>1: ~67.20%</li></ul> |
* Samples:
  | sentence_0                                                                                                               | sentence_1                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               | label          |
  |:-------------------------------------------------------------------------------------------------------------------------|:---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|:---------------|
  | <code>Who is exempt from the rules set by the Truth in Caller ID Act?</code>                                             | <code>The Truth in Caller ID Act The FCC adopted rules implementing the Truth in Caller ID Act. The FCC rules: Prohibit any person or entity from transmitting misleading or inaccurate caller ID information with the intent to defraud, cause harm or wrongfully get anything of value. Subject violators to a penalty of up to $10,000 for each violation of the rules. Exempt authorized activities by law enforcement agencies and situations where courts have authorized caller ID manipulation to occur. Need additional assistance with walking the customer through their experience? Access the IG Fraud Response tool for helpful scenarios and responses. Verizon wireless also offers Caller Name ID; which can be downloaded on user's device through the APP Store (preloaded on Android devices). Caller ID has Spam Management functionality. See Call Filter for additional details (monthly fee applies). Refer the customer to the FCC Spoofing and Caller ID website for additional information. There is a short video ...</code> | <code>1</code> |
  | <code>What additional tools does the paid version of the call filtering feature provide?</code>                          | <code>Sell it in 5: Call Filter (free) helps companies and agencies increase productivity and take control of their calls by identifying and routing any spam, fraudulent, or illegal robocalls to voicemail. Call Filter Plus (paid version) provides additional tools for user control such as manually blocking and unblocking numbers; blocking calls based on risk levels; and adding a name to unknown numbers in order to minimize impact to a business or agency. Sales Point of Contacts (SPOC's) may order or block the free and paid versions of the feature for their employees by customizing the feature block on their applicable lines. Business employees may order Call Filter (free) and engage their company SPOC to order Call Filter Plus (paid version through contract amendment). Public Sector employees engage their SPOC to order Call Filter or Call Filter Plus through a contract amendment.</code>                                                                                                                       | <code>1</code> |
  | <code>What features are included with the Unlimited storage option that are not available with the 600 GB option?</code> | <code>Context: Connection 2.0 will not receive this trial period since there is no cost. Customer communications and setup flows will not mention the "30 days on us" when 2TB is included in Gigabit Connection 2.0. Current In-Market 500 GB: $5/month (available for prepaid customers only) 600 GB: $5.99/month Effective 9/15/20, the 500 GB Verizon Cloud storage option was increased to 600 GB for $5.99. Customers who had the 500 GB storage option accounts were automatically increased to 600 GB of storage for $5.99/month. A notification about this change was sent to the account owner through their Verizon account. 1 TB: $9.99/monthTable: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><td><b><br/> Offers as of 12/2/20<br/></b>    </td><td><b>Unlimited<br/> $19.99/month</b></td><td><b>2 TB<br/> $14.99/month</b></td><td><b>600 GB<br/> $5.99/month</b></td></tr><tr><td>Users and devices</td><td>Up to 5 users<br/>Unlimited devices</td><td>Up to 5 users<br/>Unlimited devices<br...</code> | <code>1</code> |
* Loss: [<code>CosineSimilarityLoss</code>](https://sbert.net/docs/package_reference/sentence_transformer/losses.html#cosinesimilarityloss) with these parameters:
  ```json
  {
      "loss_fct": "torch.nn.modules.loss.MSELoss"
  }
  ```

### Training Hyperparameters
#### Non-Default Hyperparameters

- `multi_dataset_batch_sampler`: round_robin

#### All Hyperparameters
<details><summary>Click to expand</summary>

- `overwrite_output_dir`: False
- `do_predict`: False
- `eval_strategy`: no
- `prediction_loss_only`: True
- `per_device_train_batch_size`: 8
- `per_device_eval_batch_size`: 8
- `per_gpu_train_batch_size`: None
- `per_gpu_eval_batch_size`: None
- `gradient_accumulation_steps`: 1
- `eval_accumulation_steps`: None
- `torch_empty_cache_steps`: None
- `learning_rate`: 5e-05
- `weight_decay`: 0.0
- `adam_beta1`: 0.9
- `adam_beta2`: 0.999
- `adam_epsilon`: 1e-08
- `max_grad_norm`: 1
- `num_train_epochs`: 3
- `max_steps`: -1
- `lr_scheduler_type`: linear
- `lr_scheduler_kwargs`: {}
- `warmup_ratio`: 0.0
- `warmup_steps`: 0
- `log_level`: passive
- `log_level_replica`: warning
- `log_on_each_node`: True
- `logging_nan_inf_filter`: True
- `save_safetensors`: True
- `save_on_each_node`: False
- `save_only_model`: False
- `restore_callback_states_from_checkpoint`: False
- `no_cuda`: False
- `use_cpu`: False
- `use_mps_device`: False
- `seed`: 42
- `data_seed`: None
- `jit_mode_eval`: False
- `use_ipex`: False
- `bf16`: False
- `fp16`: False
- `fp16_opt_level`: O1
- `half_precision_backend`: auto
- `bf16_full_eval`: False
- `fp16_full_eval`: False
- `tf32`: None
- `local_rank`: 0
- `ddp_backend`: None
- `tpu_num_cores`: None
- `tpu_metrics_debug`: False
- `debug`: []
- `dataloader_drop_last`: False
- `dataloader_num_workers`: 0
- `dataloader_prefetch_factor`: None
- `past_index`: -1
- `disable_tqdm`: False
- `remove_unused_columns`: True
- `label_names`: None
- `load_best_model_at_end`: False
- `ignore_data_skip`: False
- `fsdp`: []
- `fsdp_min_num_params`: 0
- `fsdp_config`: {'min_num_params': 0, 'xla': False, 'xla_fsdp_v2': False, 'xla_fsdp_grad_ckpt': False}
- `fsdp_transformer_layer_cls_to_wrap`: None
- `accelerator_config`: {'split_batches': False, 'dispatch_batches': None, 'even_batches': True, 'use_seedable_sampler': True, 'non_blocking': False, 'gradient_accumulation_kwargs': None}
- `deepspeed`: None
- `label_smoothing_factor`: 0.0
- `optim`: adamw_torch
- `optim_args`: None
- `adafactor`: False
- `group_by_length`: False
- `length_column_name`: length
- `ddp_find_unused_parameters`: None
- `ddp_bucket_cap_mb`: None
- `ddp_broadcast_buffers`: False
- `dataloader_pin_memory`: True
- `dataloader_persistent_workers`: False
- `skip_memory_metrics`: True
- `use_legacy_prediction_loop`: False
- `push_to_hub`: False
- `resume_from_checkpoint`: None
- `hub_model_id`: None
- `hub_strategy`: every_save
- `hub_private_repo`: None
- `hub_always_push`: False
- `gradient_checkpointing`: False
- `gradient_checkpointing_kwargs`: None
- `include_inputs_for_metrics`: False
- `include_for_metrics`: []
- `eval_do_concat_batches`: True
- `fp16_backend`: auto
- `push_to_hub_model_id`: None
- `push_to_hub_organization`: None
- `mp_parameters`: 
- `auto_find_batch_size`: False
- `full_determinism`: False
- `torchdynamo`: None
- `ray_scope`: last
- `ddp_timeout`: 1800
- `torch_compile`: False
- `torch_compile_backend`: None
- `torch_compile_mode`: None
- `dispatch_batches`: None
- `split_batches`: None
- `include_tokens_per_second`: False
- `include_num_input_tokens_seen`: False
- `neftune_noise_alpha`: None
- `optim_target_modules`: None
- `batch_eval_metrics`: False
- `eval_on_start`: False
- `use_liger_kernel`: False
- `eval_use_gather_object`: False
- `average_tokens_across_devices`: False
- `prompts`: None
- `batch_sampler`: batch_sampler
- `multi_dataset_batch_sampler`: round_robin

</details>

### Training Logs
| Epoch  | Step  | Training Loss |
|:------:|:-----:|:-------------:|
| 0.1333 | 500   | 0.179         |
| 0.2667 | 1000  | 0.1591        |
| 0.4    | 1500  | 0.1492        |
| 0.5333 | 2000  | 0.1454        |
| 0.6667 | 2500  | 0.1422        |
| 0.8    | 3000  | 0.1404        |
| 0.9333 | 3500  | 0.1354        |
| 1.0667 | 4000  | 0.1288        |
| 1.2    | 4500  | 0.1256        |
| 1.3333 | 5000  | 0.1234        |
| 1.4667 | 5500  | 0.1208        |
| 1.6    | 6000  | 0.1215        |
| 1.7333 | 6500  | 0.123         |
| 1.8667 | 7000  | 0.1231        |
| 2.0    | 7500  | 0.1181        |
| 2.1333 | 8000  | 0.1061        |
| 2.2667 | 8500  | 0.1066        |
| 2.4    | 9000  | 0.1093        |
| 2.5333 | 9500  | 0.105         |
| 2.6667 | 10000 | 0.1088        |
| 2.8    | 10500 | 0.1053        |
| 2.9333 | 11000 | 0.1062        |


### Framework Versions
- Python: 3.10.12
- Sentence Transformers: 3.3.1
- Transformers: 4.47.1
- PyTorch: 2.5.1+cu121
- Accelerate: 1.2.1
- Datasets: 3.2.0
- Tokenizers: 0.21.0

## Citation

### BibTeX

#### Sentence Transformers
```bibtex
@inproceedings{reimers-2019-sentence-bert,
    title = "Sentence-BERT: Sentence Embeddings using Siamese BERT-Networks",
    author = "Reimers, Nils and Gurevych, Iryna",
    booktitle = "Proceedings of the 2019 Conference on Empirical Methods in Natural Language Processing",
    month = "11",
    year = "2019",
    publisher = "Association for Computational Linguistics",
    url = "https://arxiv.org/abs/1908.10084",
}
```

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