EMOTION RECOGNITION TO MATCH SUPPORT AGENTS WITH CUSTOMERS

Techniques are disclosed for matching a support agent to a user based on an emotional state of the support agent. In one embodiment, an application infers emotional states of support agents from facial recognition data collected from support calls processed by the support agents. The application det...

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Bibliographische Detailangaben
Hauptverfasser:	ELWELL, JOSEPH, EFTEKHARI, AMIR, CARPIO, ALIZA, O'MALLEY, DAMIEN
Format:	Patent
Sprache:	eng ; fre
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:	Techniques are disclosed for matching a support agent to a user based on an emotional state of the support agent. In one embodiment, an application infers emotional states of support agents from facial recognition data collected from support calls processed by the support agents. The application determines an outcome of each of the support calls based on feedback indicating user experience with the support agents. The application correlates outcomes of the support calls based on different topics with the emotional states. Upon receiving a request to initiate a support call, the application predicts, from the correlation, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on a topic identified in the request. The application identifies an available support agent having the predicted emotional state, and assigns the identified support agent to interact with the user for the support call.