Systems And Methods For Sensing Emotion In Voice Signals And Dynamically Changing Suggestions In A Call Center
AssigneeGenpact Luxembourg S.à r.l. II
InventorsKashyap Coimbatore Murali, Kaushik Bhaskar
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Abstract
Systems and methods for sensing emotion in voice signals and dynamically changing suggestions in a call center are disclosed. According to one embodiment, a computer-implemented method comprises receiving a call from a customer at a call center. A sample of the call is recorded and the Mel-Frequency Cepstral coefficient is extracted from the sample. A machine learning model predicts an emotion of the customer and generates a confidence score for the emotion. A script of a call center agent is modified based on the emotion and the confidence score.
Claims18
A computer-implemented method, comprising:
- receiving a call from a customer at a call center;
- recording a sample of the call;
- extracting the Mel-Frequency Cepstral Coefficient (MFCC) from the sample;
- using a machine learning model to predict an emotion of the customer using the MFCC;
- generating a confidence score for the emotion;
- and
- modifying a script of a call center agent based on the emotion and the confidence score.
A non-transitory computer readable medium containing computer-readable instructions stored therein for causing a computer processor to perform operations comprising:
- receiving a call from a customer at a call center;
- recording a sample of the call;
- extracting the Mel-Frequency Cepstral Coefficient (MFCC) from the sample;
- using a machine learning model to predict an emotion of the customer using the MFCC;
- generating a confidence score for the emotion;
- and
- modifying a script of a call center agent based on the emotion and the confidence score.
Dependencies are inferred from the claim text.