TECHNOLOGIES FOR LEVERAGING MACHINE LEARNING TO PREDICT EMPATHY FOR IMPROVED CONTACT CENTER INTERACTIONS
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United States of America
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Issued Date -
Apr 3, 2025
app pub date -
Oct 3, 2023
filing date -
Oct 3, 2023
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Abstract
A method of leveraging machine learning to predict empathy for improved contact center interactions according to an embodiment includes receiving, by a computing system, at least one user message from a real-time contact center interaction with a user, generating, by an artificial intelligence system of the computing system, at least one empathy score based on the at least one message using the machine learning, wherein each of the at least one empathy score is indicative of a real-time empathy of the user, generating, by the artificial intelligence system of the computing system, an empathetic text response to the at least one user message based on the at least one empathy score, and responding to the at least one user message in the real-time contact center interaction based on the empathetic text response generated by the artificial intelligence system of the computing system.
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