System and method for identifying and addressing a real-time conversational conflict in a contact center

A computerized-method for identifying and addressing a real-time conversational conflict in a contact center, said computerized-method comprising:

• (i) monitoring by one or more processors an interaction between an agent and a customer;
• (ii) continuously updating a conflict-score during the interaction when a conversational-cut is detected, by operating by the one or more processors a conflict-detector module,
• wherein the conversational-cut is a point in the interaction that the agent speech is interrupted by the customer and the agent stops speaking, and
• wherein said conflict-detector module comprising:
• a. determining an interruption and related timestamp when the agent was speaking at the time that the customer started to speak and the agent stopped speaking after the customer started to speak, by operating a voice analyzer;
• b. when the interruption has been determined, retrieving real-time transcripts of customer speech and agent speech,
• wherein said real-time transcripts of customer speech and agent speech have been generated by a Speech Recognition (SR) engine;
• c. generating customer-transcript segments of the real-time transcripts of the customer and agent-transcript segments of the real-time transcripts of the agent by operating a transcript analyzer;
• d. predicting a remaining portion of agent speech by operating a trained Agent Speech Predictor (ASP) engine;
• e. operating sentiment analysis on the customer-transcript segments and the agent-transcript segments by operating a sentiment analyzer;
• and
• f. detecting the conversational-cut when the predicted remaining portion of agent speech is greater than a preconfigured threshold,
• wherein the related agent-transcript segments and predicted agent-transcript segments are stored in a database after the conversational-cut has been detected, and
• (iii) addressing the real-time conversational conflict when the updated conflict-score is above a preconfigured conflict-threshold by routing the interaction to a queue of Subject Matter Experts (SME) s of an Automatic Calls Distributor (ACD) application.