Personalized support routing based on paralinguistic information

A system, comprising:

• a processor;
• and
• a memory storing instructions, which when executed by the processor perform a method comprising:
• receiving a set of audio recordings and corresponding score labels measuring emotional states;
• extracting a set of paralinguistic features from each audio recording of the set of audio recordings;
• generating a set of training instances, wherein each training instance of the set of training instances is based on an audio recording of the set of audio recordings;
• identifying a subset of non-redundant paralinguistic features correlated to the score labels;
• training a predictive model, based on the subset of non-redundant paralinguistic features, to predict a target variable;
• and
• generating the trained predictive model.

A non-transitory computer readable storage medium comprising instructions, which when executed by a processor of a computing device, cause the computing device to perform a method for generating a predictive model, the method comprising:

• receiving a set of audio recordings and corresponding score labels measuring emotional states;
• extracting a set of paralinguistic features from each audio recording of the set of audio recordings;
• generating a set of training instances, wherein each training instance of the set of training instances is based on an audio recording of the set of audio recordings;
• identifying a subset of non-redundant paralinguistic features correlated to the score labels;
• training a predictive model, based on the subset of non-redundant paralinguistic features, to predict a target variable;
• and
• generating the trained predictive model.