Personalized support routing based on paralinguistic information
AssigneeIntuit Inc.
InventorsBenjamin INDYK, Igor A. PODGORNY, Raymond CHAN
Life of this patent
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Abstract
Embodiments presented herein provide techniques for inferring the current emotional state of a user based on paralinguistic features derived from audio input from that user. If the emotional state meets triggering conditions, the system provides the user with a prompt which allows the user to connect with a support agent. If the user accepts, the system selects a support agent for the user based on the predicted emotional state and on attributes of the support agent found in an agent profile. The system can also determine a priority level for the user based on the score and based on a profile of the user and determine where to place the user in a queue for the support agent.
Claims20
A computer-implemented method, comprising:
- receiving a set of audio recordings and corresponding score labels measuring emotional states;
- extracting a set of paralinguistic features from each audio recording of the set of audio recordings;
- generating a set of training instances, wherein each training instance of the set of training instances is based on an audio recording of the set of audio recordings;
- identifying a subset of non-redundant paralinguistic features correlated to the score labels;
- training a predictive model, based on the subset of non-redundant paralinguistic features, to predict a target variable;
- and
- generating the trained predictive model.
A system, comprising:
- a processor;
- and
- a memory storing instructions, which when executed by the processor perform a method comprising:
- receiving a set of audio recordings and corresponding score labels measuring emotional states;
- extracting a set of paralinguistic features from each audio recording of the set of audio recordings;
- generating a set of training instances, wherein each training instance of the set of training instances is based on an audio recording of the set of audio recordings;
- identifying a subset of non-redundant paralinguistic features correlated to the score labels;
- training a predictive model, based on the subset of non-redundant paralinguistic features, to predict a target variable;
- and
- generating the trained predictive model.
A non-transitory computer readable storage medium comprising instructions, which when executed by a processor of a computing device, cause the computing device to perform a method for generating a predictive model, the method comprising:
- receiving a set of audio recordings and corresponding score labels measuring emotional states;
- extracting a set of paralinguistic features from each audio recording of the set of audio recordings;
- generating a set of training instances, wherein each training instance of the set of training instances is based on an audio recording of the set of audio recordings;
- identifying a subset of non-redundant paralinguistic features correlated to the score labels;
- training a predictive model, based on the subset of non-redundant paralinguistic features, to predict a target variable;
- and
- generating the trained predictive model.
Dependencies are inferred from the claim text.