Communication tone training

A method comprising:

• obtaining, by a communication tone training monitor using machine-learning that includes at least one processor, communication information regarding a communication between a first entity and a second entity while the communication is ongoing, wherein the communication includes an utterance;
• parsing, by the communication tone training monitor, the communication information to extract a tone associated with the utterance, resulting in an identified tone in a dialog flow, wherein the dialog flow includes a plurality of identified tones and communication turns for a period of time that describe a tonal evolution of the communication between the first entity and the second entity resulting in a tonal pattern of the communication that may be analyzed in context;
• predicting, by the communication tone training monitor, an outcome of the communication by accessing a tonal patterns repository and determining whether the tonal pattern of the communication complies with a best-practice tonal pattern from the tonal patterns repository, wherein the tonal patterns repository is operatively coupled to a plurality of entities, and wherein the tonal patterns repository includes a plurality of best-practice tonal patterns based on tones and communication turns for a period of time, resulting in a prediction score;
• determining whether the prediction score is below a threshold;
• when the prediction score is below the threshold, flagging the communication;
• when the prediction score is below the threshold, determining an intervention plan intended to increase the prediction score and outputting the intervention plan;
• using, by the communication tone training monitor, the prediction score to determine guidance regarding tonal choice to the second entity for the next turn of communication, wherein the tonal choice is selected from one of the detected tones from one of the best-practice tonal patterns in the tonal patterns repository;
• and
• outputting the guidance to a display.