US 2024/0202640 A1 · EMPLOYEE EXPERIENCE SCORE

Abstract

Techniques for monitoring and improving emotional well-being of an employee are described. Stream of audio data corresponding to a call between an employee and a customer may be received. One or more acoustic features and/or audio feature data may be generated from the audio data. Word embedding data corresponding to the audio data may be generated. An employee experience score may be generated using a machine learning (ML) model, word embedding data, and the one or more acoustic features, where the score corresponds to an experience level of the first speaker during the call with the second speaker. Based on the score, an action may be caused to be performed. In some embodiments, one or more notifications may be generated based on data related to the audio data, where at least notification is configured to improve an experience level for the first speaker.

Claims20

Dependent claims

A computer-implemented method comprising:

receiving first audio data corresponding to a call between a first speaker using a first device and a second speaker using a second device, wherein the first speaker is communicating with the second speaker as part of employment of the first speaker;
generating, based on the first audio data, first text data corresponding to at least a portion of the call;
generating, using the first audio data, one or more acoustic features corresponding to the first audio data;
generating a first call score using at least a first machine learning (ML) model, and based on the first text data and the one or more acoustic features, wherein the first call score represents an experience level of the first speaker during the call with the second speaker;
and
causing a first action to be performed based at least in part on the first call score.

3 more elements

Dependencies are inferred from the claim text.

Employee experience score

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Employee experience score

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Abstract

Claims20