Systems and methods for communication routing

A non-transitory computer-readable storage medium having embodied thereon a program executable by a processor for routing voice information to perform operations comprising:

• receiving, via a computer network, by a processor of an intake processing system, a request from a computing device associated with a requestor that is associated with a first type of communication channel;
• receiving, by the processor of the intake processing system, information included in a set of communications with the requestor computing device, the information comprising voice data associated with a human agent, and transmitting, by the processor of the intake processing system, the voice data to an augmented intelligence system;
• extracting, by a processor of the augmented intelligence system, from the voice data, metrics comprising one or more from the group consisting of pitch, tone, spoken pace, and vocal effort;
• calculating, by the processor of the augmented intelligence system, from the metrics, an emotional exhaustion score associated with the human agent;
• identifying, by the processor of the augmented intelligence system, that the emotional exhaustion score has at least met an emotional exhaustion threshold;
• and
• identifying, by the processor of the augmented intelligence system, an action based on the emotional exhaustion score at least meeting the exhaustions thresholds;
• transmitting, by the processor of the augmented intelligence system, the metrics and data associated with the action to a graphical user interface of a supervisor user;
• and
• displaying, on the graphical user interface, in real time, the metrics and data associated with the action.

An apparatus for routing voice information, the apparatus comprising:

• a memory;
• and
• a processor of an intake processing system that receives, via a computer network, a request from a computing device associated with a requestor that is associated with a first type of communication channel,
• receives information included in a set of communications with the requestor computing device, the information comprising voice data associated with a human agent, and
• transmits the voice data to an augmented intelligence system;
• a processor of the augmented intelligence system that extracts, from the voice data, metrics comprising one or more from the group consisting of pitch, tone, spoken pace, and vocal effort
• calculates, from the metrics, an emotional exhaustion score associated with the human agent;
• identifies that the emotional exhaustion score has at least met an emotional exhaustion threshold, and
• identifies an action based on the emotional exhaustion score at least meeting the exhaustions threshold,
• transmits the metrics and data associated with the action to a graphical user interface of a supervisor user;
• and
• displays, on the graphical user interface, in real time, the metrics and data associated with the action.