System and Method for Monitoring and Visualizing Emotions in Call Center Dialogs at Call Centers

A method of determining an emotional state of a communication to support an intervention, 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, wherein the emotional state of the communications is selected from a group consisting of anger, frustration, anxiety, tired, suffering and sadness;
• providing, by the information handling system, a visual representation of the emotional state of the communication for display to a third person, where the visual representation comprises a call state indicator bar comprising a detected dialog word from the communication that is superimposed on a colored bar having a length and color corresponding to the emotional state of the communication;
• and
• performing, by the third party, an intervention action to improve the emotional state of the communication between the first person and second person in response to detecting from the visual representation that the emotional state of the communication meets one or more specified intervention criteria by training the second person to avoid a similar communication with a different customer.

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 determine an emotional state of a communication to support an intervention by:

• monitoring a communication between a first person and a second person to determine an emotional state of the communication, wherein the emotional state of the communications is selected from a group consisting of anger, frustration, anxiety, tired, suffering and sadness;
• providing a visual representation of the emotional state of the communication for display to a third person, where the visual representation comprises a call state indicator bar comprising a detected dialog word from the communication that is superimposed on a colored bar having a length and color corresponding to the emotional state of the communication;
• and
• performing an intervention action to improve the emotional state of the communication between the first person and second person in response to detecting from the visual representation that the emotional state of the communication meets one or more specified intervention criteria by training the second person to avoid a similar communication with a different customer.

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 determine an emotional state of a communication to support an intervention, 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, wherein the emotional state of the communications is selected from a group consisting of anger, frustration, anxiety, tired, suffering and sadness;
• providing, by the system, a visual representation of the emotional state of the communication for display to a third person, where the visual representation comprises a call state indicator bar comprising a detected dialog word from the communication that is superimposed on a colored bar having a length and color corresponding to the emotional state of the communication;
• and
• performing an intervention action to improve the emotional state of the communication between the first person and second person in response to detecting from the visual representation that the emotional state of the communication meets one or more specified intervention criteria by training the second person to avoid a similar communication with a different customer.