Patent · US Active

Emotion recognition to match support agents with customers

US10728393B2 · kind B2 · utility

4Cited by

3References

20Claims

0Family size

Assignee

Intuit Inc. · US

Inventors

Amir Eftekhari · San Diego, US
Aliza Carpio · San Diego, US
Joseph Elwell · San Diego, US
Damien O'Malley · San Diego, US

Key dates

Filing date	Dec 6, 2019
Grant date	Jul 28, 2020
Priority date	—
Expiry date	Dec 6, 2039

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/408
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.