Method and apparatus for predicting customer satisfaction from a conversation

A method for training a machine learning (ML) model for predicting satisfaction of a customer in relation to a call between the customer and an agent, the method comprising:

• for each of a first plurality of training calls, for each of which a customer satisfaction outcome is known, receiving, at a call analytics server (CAS), a transcribed text of a training call;
• dividing, at the CAS, the transcribed text into a plurality of phases of a conversation;
• extracting, at the CAS, at least one call feature for each of the plurality of phases;
• receiving, at the CAS, call metadata for each of the first plurality of training calls;
• extracting, at the CAS, metadata features from the call metadata;
• combining, at the CAS, the call features and the metadata features for each call of the first plurality of training calls;
• and
• providing the combined features of the training call, and the known outcome of customer satisfaction of the training call to the ML model.

An apparatus for predicting satisfaction of a customer in relation to a call between the customer and an agent, the apparatus comprising:

• at least one processor;
• a memory communicably coupled to the at least one processor, the memory comprising computer executable instructions, which when executed using the at least one processor, perform a method comprising:
• dividing, at a call analytics server (CAS), a transcribed text of the call into a plurality of phases of a conversation,
• extracting, at the CAS, at least one call feature for each of the plurality of phases,
• receiving, at the CAS, call metadata,
• extracting, at the CAS, metadata features from the call metadata,
• combining, at the CAS, the call features and the metadata features, and
• generating, using a trained machine learning (ML) model, an output based on the combined features, the output indicating whether the customer is satisfied or not,
• wherein the ML model is trained to generate an output indicating whether the customer is satisfied or not, based on an input of the combined features.