Efficient condition-based linking of communication sessions

A system, comprising:

• one or more processors coupled to memory, the one or more processors configured to:
• detect a request for a communication session from a client device, the request identifying a user profile of a user of the client device;
• initiate a first electronic communication between the client device and a first computing device of a first representative, responsive to detecting the request for the communication session from the client device, wherein the first representative is selected based on a similarity between the user profile and a first representative profile of the first representative, the electronic communication comprising an audio stream;
• determine a sentiment metric during the first electronic communication, the sentiment metric indicating a level of satisfaction during the first electronic communication, wherein determining the sentiment metric comprises extracting, using speech recognition software to analyze the audio stream of the first electronic communication, a tone of voice of the user, and one or more words of a statement made by the user during the first electronic communication;
• identify a second representative suitable for fulfilling the request for the communication session based on the sentiment metric and a similarity between the user profile and a second representative profile of the second representative;
• transmit, to the first computing device of the first representative, a notification identifying the second representative;
• determine, during the communication session, that the sentiment metric has fallen below a predetermined threshold;
• and
• responsive to determining that the sentiment metric has fallen below the predetermined threshold, automatically join a second computing device of the second representative to the first electronic communication, such that the first electronic communication involves the user, the first representative, and the second representative.

A non-transitory computer-readable medium having instructions encoded thereon which, when executed by one or more processors, cause the one or more processors to perform a method comprising:

• detecting a request for a communication session from a client device, the request identifying a user profile of a user of the client device;
• initiating a first electronic communication between the client device and a first computing device of a first representative, responsive to detecting the request for the communication session from the client device, wherein the first representative is selected based on a similarity between the user profile and a first representative profile of the first representative, the electronic communication comprising an audio stream;
• determining a sentiment metric during the first electronic communication, the sentiment metric indicating a level of satisfaction during the first electronic communication, wherein determining the sentiment metric comprises extracting, using speech recognition software to analyze the audio stream of the first electronic communication, a tone of voice of the user, and one or more words of a statement made by the user during the first electronic communication;
• identifying a second representative suitable for fulfilling the request for the communication session based on the sentiment metric and a similarity between the user profile and a second representative profile of the second representative;
• transmitting to the first computing device of the first representative, by the one or more processors, a notification identifying the second representative;
• determining, during the communication session, that the sentiment metric has fallen below a predetermined threshold;
• and
• responsive to determining that the sentiment metric has fallen below the predetermined threshold, automatically joining a second computing device of the second representative to the first electronic communication, such that the first electronic communication involves the user, the first representative, and the second representative.