Emotion recognition to match support agents with customers
US9648171B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 23, 2016 |
| Grant date | May 9, 2017 |
| Priority date | — |
| Expiry date | May 23, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.