CPC H04M 3/5233 (2013.01) [G06N 20/00 (2019.01); G10L 25/63 (2013.01); H04M 3/42348 (2013.01); H04M 3/42382 (2013.01); H04M 3/5175 (2013.01); H04M 3/5237 (2013.01); H04M 2203/408 (2013.01)] | 20 Claims |
1. A system comprising:
one or more processors; and
memory in communication with the one or more processors and storing instructions that are configured to cause the system to:
receive a phone call from the first user using a first phone number;
identify the first user via the first phone number;
receive one or more utterances via the phone call;
identify one or more issues from the one or more utterances;
determine, using a first machine learning model, whether the first user has a first emotion type based on one or more emotion metrics;
when the first user does not have the first emotion type, route the phone call to any call center representative;
when the first user has the first emotion type, route the phone call to a call center representative associated with an average call score that is above a predetermined threshold;
generate a call score for an assigned call center representative based the one or more issues and the determination of whether the first user had the first emotion type;
update the average call score associated with the assigned call center representative based on the call score.
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