System and method for monitoring and visualizing emotions in call center dialogs at call centers
AssigneeInternational Business Machines Corporation
InventorThomas G. Zimmerman
Life of this patent
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Abstract
A method, system, and a computer program product are provided for monitoring an emotional state of a conversation by monitoring a communication between first and second persons to determine an emotional state of the communication, providing a visual representation of the emotional state of the communication for display to a person having access to the communication, and performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.
Claims16
A method of monitoring an emotional state of a conversation, the method comprising:
- receiving, by an information handling system comprising a processor and a memory, a call center communication comprising a visual representation of an emotional state of a communication between a first person and a second person which is generated by projecting valence and arousal emotion measurements of the emotional state into a two-dimensional emotional vector and then computing a one-dimensional angle measure of the emotional vector to represent the emotional state, where the visual representation comprises a call state indicator bar comprising a detected dialog word from the communication corresponding to the emotional state that is superimposed on a colored bar having a length and color corresponding to the emotional state of the communication to assist a call center supervisor with monitoring and altering the emotional state of the communication, wherein the length and/or color is computed from the one-dimensional vector angle;
- and
- displaying, by the information handling system, the visual representation of the emotional state of the communication for monitoring by the call center supervisor.
A computer program product comprising a computer readable storage medium having a computer readable program stored therein, wherein the computer readable program, when executed on an information handling system, causes the system to monitor an emotional state of a conversation by:
- receiving a call center communication comprising a visual representation of an emotional state of a communication between a first person and a second person which is generated by projecting valence and arousal emotion measurements of the emotional state into a two-dimensional emotional vector and then computing a one-dimensional angle measure of the emotional vector to represent the emotional state, where the visual representation comprises a call state indicator bar comprising a detected dialog word from the communication corresponding to the emotional state that is superimposed on a colored bar having a length and color corresponding to the emotional state of the communication to assist a call center supervisor with monitoring and altering the emotional state of the communication, wherein the length and/or color is computed from the one-dimensional vector angle;
- and
- displaying the visual representation of the emotional state of the communication for monitoring by the call center supervisor.
An information handling system comprising:
- one or more processors;
- a memory coupled to at least one of the processors;
- a set of instructions stored in the memory and executed by at least one of the processors to monitor an emotional state of a conversation, wherein the set of instructions are executable to perform actions of:
- receiving, by the system, a call center communication comprising a visual representation of an emotional state of a communication between a first person and a second person which is generated by projecting valence and arousal emotion measurements of the emotional state into a two-dimensional emotional vector and then computing a one-dimensional angle measure of the emotional vector to represent the emotional state, where the visual representation comprises a call state indicator bar comprising a detected dialog word from the communication corresponding to the emotional state that is superimposed on a colored bar having a length and color corresponding to the emotional state of the communication to assist a call center supervisor with monitoring and altering the emotional state of the communication, wherein the length and/or color is computed from the one-dimensional vector angle;
- and
- displaying, by the system, the visual representation of the emotional state of the communication for monitoring by the call center supervisor.
Dependencies are inferred from the claim text.