System and Method for Monitoring and Visualizing Emotions in Call Center Dialogs by Call Center Supervisors
AssigneeInternational Business Machines Corporation
InventorThomas G. Zimmerman
Life of this patent
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Abstract
A method, system, and a computer program product are provided for monitoring an emotional state of a conversation by monitoring a communication between first and second persons to determine an emotional state of the communication, providing a visual representation of the emotional state of the communication for display to a person having access to the communication, and performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.
Claims22
A method of monitoring an emotional state of a conversation, the method comprising:
- monitoring, by an information handling system comprising a processor and a memory, a communication between a first person and a second person to determine an emotional state of the communication by analyzing textual content in the communication for emotion content using a semantic model to evaluate valence and arousal emotion measurements for the textual content;
- providing, by the information handling system, a visual representation of the emotional state of the communication for display to a person having access to the communication;
- and
- performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.
(canceled)
A computer program product comprising a computer readable storage medium having a computer readable program stored therein, wherein the computer readable program, when executed on an information handling system, causes the system to monitor an emotional state of a conversation by:
- monitoring a communication between a first person and a second person to determine an emotional state of the communication by analyzing textual content in the communication for emotion content using a semantic model to evaluate valence and arousal emotion measurements for the textual content;
- providing a visual representation of the emotional state of the communication for display to a person having access to the communication;
- and
- performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.
(canceled)
An information handling system comprising:
- one or more processors;
- a memory coupled to at least one of the processors;
- a set of instructions stored in the memory and executed by at least one of the processors to monitor an emotional state of a conversation, wherein the set of instructions are executable to perform actions of:
- monitoring, by the system, a communication between a first person and a second person to determine an emotional state of the communication by analyzing textual content in the communication for emotion content using a semantic model to evaluate valence and arousal emotion measurements for the textual content;
- providing, by the system, a visual representation of the emotional state of the communication for display to a person having access to the communication by displaying a call state colored bar indicator having a color corresponding to the emotional state of the communication;
- and
- performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.
Dependencies are inferred from the claim text.