Coach-assist controller for customer service representative (CSR) interactions

A computer-implemented method, comprising:

• intercepting, at a customer support data center, a consumer-CSR interaction between a consumer and a CSR;
• generating, in real-time, interaction data associated with the consumer-CSR interaction;
• analyzing, via one or more data models that include one or more trained machine-learning algorithms, the interaction data to generate a set of data inferences associated with the consumer-CSR interaction;
• inferring a current state of the consumer-CSR interaction by analyzing, via an aggregated data model that includes one or more trained machine-learning algorithms, the set of data inferences associated with the consumer-CSR interaction;
• and
• in response to the current state indicating a need for the coach support, generating, in real-time, a coach support request for delivery to a selected coach device,
• wherein the one or more trained machine-learning algorithms of the one or more data models or the aggregated data model are at least trained using data points associated with positive and negative resolutions of other consumer-CSR interactions.

One or more non-transitory computer-readable media collectively storing computer-executable instructions that, when executed with one or more processors, collectively cause computers to perform acts comprising:

• intercepting, at a customer support data center, a consumer-CSR interaction between a consumer and a CSR;
• generating, in real-time, interaction data associated with the consumer-CSR interaction;
• analyzing, via one or more data models that include one or more trained machine-learning algorithms, the interaction data to generate a set of data interferences associated with the consumer-CSR interaction;
• analyzing, via an aggregated data model that includes one or more trained machine-learning algorithms, the set of data inferences associated with the consumer-CSR interactions to infer a current state of the consumer-CSR interaction;
• generating an interaction score based at least in part on the current state of the consumer-CSR interaction;
• and
• requesting, in real-time, a coach support for the CSR based at least in part on the interaction score being greater than a predetermined interaction threshold,
• wherein the one or more trained machine-learning algorithms of the one or more data models or the aggregated data model are at least trained using data points associated with positive and negative resolutions of other consumer-CSR interactions.