Personalized support routing based on paralinguistic information

A system, comprising:

• a processor;
• and
• a memory storing one or more applications, which, when executed on the processor, perform an operation, the operation comprising:
• retrieving a set of audio recordings of each interaction between a support agent and each user in a set of users;
• extracting, from each audio recording, a set of paralinguistic features associated with each user;
• generating, based on the set of paralinguistic features, a score for each user that represents an emotional state of the user during the interaction with the support agent;
• determining an implicit customer-satisfaction level for each user interacting with the support agent based on the score;
• obtaining a set of explicit customer-satisfaction levels from the set of users corresponding to the interaction with the support agent;
• determining a customer-satisfaction attribute of the support agent based on each implicit customer-satisfaction level and the set of explicit customer-satisfaction levels;
• and
• generating a support agent profile for the support agent including the customer-satisfaction attribute.

A computer-readable storage medium containing instructions that, when executed by one or more processors, perform an operation, the operation comprising:

• retrieving a set of audio recordings of each interaction between a support agent and each user in a set of users;
• extracting, from each audio recording, a set of paralinguistic features associated with each user;
• generating, based on the set of paralinguistic features, a score for each user that represents an emotional state of the user during the interaction with the support agent;
• determining an implicit customer-satisfaction level for each user interacting with the support agent based on the score;
• obtaining a set of explicit customer-satisfaction levels from the set of users corresponding to the interaction with the support agent;
• determining a customer-satisfaction attribute of the support agent based on each implicit customer-satisfaction level and the set of explicit customer-satisfaction levels;
• and
• generating a support agent profile for the support agent including the customer-satisfaction attribute.