SMART CALL ROUTING USING DEEP LEARNING MODEL
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United States of America
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Issued Date -
Mar 13, 2025
app pub date -
Jan 13, 2022
filing date -
Jan 13, 2022
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Abstract
Techniques are described for routing a customer communication to an agent having appropriate expertise to handle the current communication associated with a customer using one or more machine learning models. For example, a computing system includes a memory and one or more processors in communication with the memory. The one or more processors are configured to: receive a set of emotion factor values for communication data of the current communication; generate, using a composite emotion model running on the one or more processors, a composite emotional score for the current communication based on the set of emotion factor values for the current communication; determine a routing recommendation for the current communication that identifies an agent having appropriate expertise to handle the current communication based on at least the composite emotional score; and route the current communication in accordance with the routing recommendation to a computing device of the agent.
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