Response quality index for service sessions

A system, comprising:

• at least one processor;
• and
• a memory communicatively coupled to the at least one processor, the memory storing instructions which, when executed by the at least one processor, cause the at least one processor to perform operations comprising:
• accessing at least one communication from a service representative (SR) to a user during a service session facilitated through a computer-implemented service;
• determining, during the service session, at least one factor for the service session based at least partly on text data in the at least one communication and performing a natural language (NL) analysis on the text data;
• repeatedly updating, at multiple times during the service session, a value of the at least one factor for the service session;
• comparing, at each of the multiple times during the service session, the value of the at least one factor to a predetermined threshold value for the at least one factor;
• and
• in response to the value of the at least one factor meeting or exceeding the predetermined threshold value during at least one of the multiple times, triggering the at least on processor to perform feedback generation operations comprising:
• based at least partly on the at least one factor, determining feedback information, and
• providing the feedback information to a computing device associated with the SR for presentation on a user interface of the computing device, wherein the determining of the at least one factor and the providing of the feedback information is performed in real time with respect to the at least one communication during the service session through the computer-implemented service.

One or more non-transitory computer-readable media storing instructions which, when executed by at least one processor, cause the at least one processor to perform operations comprising:

• accessing, by the at least one processor, at least one communication from a service representative (SR) to a user during a service session facilitated through a computer-implemented service;
• determining, during the service session, at least one factor for the service session based at least partly on text data in the at least one communication and performing a natural language (NL) analysis on the text data;
• repeatedly updating, at multiple times during the service session, a value of the at least one factor for the service session;
• comparing, at each of the multiple times during the service session, the value of the at least one factor to a predetermined threshold value for the at least one factor;
• and in response to the value of the at least one factor meeting or exceeding the predetermined threshold value during at least one of the multiple times, triggering the at least on processor to perform feedback generation operations comprising:
• based at least partly on at least one factor, determining feedback information, and
• providing the feedback information to a computing device associated with the SR for presentation on a user interface of the computing device, wherein the determining of the at least one factor and the providing of the feedback information is performed in real time with respect to the at least one communication during the service session through the computer-implemented service.