Enhancing customer service processing using data analytics and cognitive computing

A computer program product for enhancing a customer service process, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a processor to cause the processor to perform:

• receiving customer data associated with a customer, wherein the customer data comprises service issue data, historical data associated with the customer, demographic data associated with the customer, and a skill level of the customer;
• creating a customer profile based on the customer data;
• determining customer service representative data comprising a customer service profile for each of a plurality of customer service representatives, wherein the customer service profile comprises a voice echoes quality score and at least one of a network ping time, a voice delay response timing, and an overall phone quality rating;
• determining a matching subset of the plurality of customer service representatives for the customer based upon the customer profile and the customer service representative data;
• displaying, to the customer, the matching subset of the plurality of customer services representatives for the customer;
• selecting a first customer service representative from the matching subset of the plurality of customer service representatives for the customer based on a customer input;
• receiving customer tone data associated with the customer to determine a level of satisfaction of the customer;
• generating an alert for the first customer service representative based on the level of satisfaction of the customer;
• and
• generating an offer for the customer based at least in part on the level of satisfaction of the customer;
• receiving customer biometric data from the customer to determine an emotional response of the customer;
• determining a set of suggested actions based upon the emotional response of the customer;
• displaying, to the first customer service representative, the set of suggested action to the first customer service representative, wherein the set of suggested actions comprise vocal calming techniques.