Systems and methods for facilitating communication using an interactive communication system

An interactive communication system configured to conduct a call with a caller, the interactive communication system comprising:

• at least one computer hardware processor configured to perform:
• obtaining a plurality of dialog chunks comprising information provided by the caller to the interactive communication system and information provided by the interactive communication system to the caller;
• generating, based on the plurality of dialog chunks, a respective plurality of feature sets, each of the plurality of feature sets comprising at least one feature generated using a respective dialog chunk of the plurality of dialog chunks;
• determining, based on the plurality of feature sets, a respective plurality of dialog chunk scores;
• determining, based at least in part on the plurality of dialog chunk scores, a likelihood that the caller is dissatisfied with the interactive communication system;
• and
• when the likelihood exceeds a threshold, performing a remedial action that alters a manner in which the call is handled.

At least one non-transitory computer-readable storage medium storing processor-executable instructions that, when executed by at least one computer hardware processor, cause the at least one computer hardware processor to perform a method for conducting a call between a caller and an interactive communication system, the method comprising:

• obtaining a plurality of dialog chunks comprising information provided by the caller to the interactive communication system and information provided by the interactive communication system to the caller;
• generating, based on the plurality of dialog chunks, a respective plurality of feature sets, each of the plurality of feature sets comprising at least one feature generated using a respective dialog chunk of the plurality of dialog chunks;
• determining, based on the plurality of feature sets, a respective plurality of dialog chunk scores;
• determining, based at least in part on the plurality of dialog chunk scores, a likelihood that the caller is dissatisfied with the interactive communication system;
• and
• when the likelihood exceeds a threshold, performing a remedial action that alters a manner in which the call is handled.