Personalized support routing based on paralinguistic information
First Claim
Patent Images
1. A computer-implemented method comprising:
- receiving an audio recording of an interaction between a first user and a support agent;
extracting a first set of paralinguistic features from audio of the first user during a first time interval in the audio recording, wherein the first set of paralinguistic features characterize acoustic aspects of the audio of the first user during the first time interval distinct from verbal content of the audio during the first time interval;
predicting, from the first set of paralinguistic features, a first emotional state of the first user during the first time interval using a predictive model;
extracting a second set of paralinguistic features from audio of the first user during a second time interval in the audio recording, wherein the second set of paralinguistic features characterize acoustic aspects of the audio of the first user during the second time interval distinct from verbal content of the audio during the second time interval;
predicting, from the second set of paralinguistic features, a second emotional state of the first user during the second time interval using the predictive model;
determining one or more attributes of the support agent based on the first emotional state and the second emotional state; and
generating a profile of the support agent including the one or more attributes.
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Abstract
Embodiments presented herein provide techniques for inferring the current emotional state of a user based on paralinguistic features derived from audio input from that user. If the emotional state meets triggering conditions, the system provides the user with a prompt which allows the user to connect with a support agent. If the user accepts, the system selects a support agent for the user based on the predicted emotional state and on attributes of the support agent found in an agent profile. The system can also determine a priority level for the user based on the score and based on a profile of the user and determine where to place the user in a queue for the support agent.
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Citations
20 Claims
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1. A computer-implemented method comprising:
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receiving an audio recording of an interaction between a first user and a support agent; extracting a first set of paralinguistic features from audio of the first user during a first time interval in the audio recording, wherein the first set of paralinguistic features characterize acoustic aspects of the audio of the first user during the first time interval distinct from verbal content of the audio during the first time interval; predicting, from the first set of paralinguistic features, a first emotional state of the first user during the first time interval using a predictive model; extracting a second set of paralinguistic features from audio of the first user during a second time interval in the audio recording, wherein the second set of paralinguistic features characterize acoustic aspects of the audio of the first user during the second time interval distinct from verbal content of the audio during the second time interval; predicting, from the second set of paralinguistic features, a second emotional state of the first user during the second time interval using the predictive model; determining one or more attributes of the support agent based on the first emotional state and the second emotional state; and generating a profile of the support agent including the one or more attributes. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system, comprising:
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a processor; and a memory storing one or more applications, which, when executed on the processor, perform an operation, the operation comprising; receiving an audio recording of an interaction between a first user and a support agent; extracting a first set of paralinguistic features from audio of the first user during a first time interval in the audio recording, wherein the first set of paralinguistic features characterize acoustic aspects of the audio of the first user during the first time interval distinct from verbal content of the audio during the first time interval; predicting, from the first set of paralinguistic features, a first emotional state of the first user during the first time interval using a predictive model; extracting a second set of paralinguistic features from audio of the first user during a second time interval in the audio recording, wherein the second set of paralinguistic features characterize acoustic aspects of the audio during the second time interval distinct from verbal content of the audio of the first user during the second time interval; predicting, from the second set of paralinguistic features, a second emotional state of the first user during the second time interval using the predictive model; determining one or more attributes of the support agent based on the first emotional state and the second emotional state; and generating a profile of the support agent including the one or more attributes. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer-readable storage medium containing instructions that, when executed by one or more processors, perform an operation, the operation comprising:
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receiving an audio recording of an interaction between a first user and a support agent; extracting a first set of paralinguistic features from audio of the first user during a first time interval in the audio recording, wherein the first set of paralinguistic features characterize acoustic aspects of the audio of the first user during the first time interval distinct from verbal content of the audio during the first time interval; predicting, from the first set of paralinguistic features, a first emotional state of the first user during the first time interval using a predictive model; extracting a second set of paralinguistic features from audio of the first user during a second time interval in the audio recording, wherein the second set of paralinguistic features characterize acoustic aspects of the audio of the first user during the second time interval distinct from verbal content of the audio during the second time interval; predicting, from the second set of paralinguistic features, a second emotional state of the first user during the second time interval using the predictive model; determining one or more attributes of the support agent based on the first emotional state and the second emotional state; and generating a profile of the support agent including the one or more attributes. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification