Systems And Methods For Sensing Emotion In Voice Signals And Dynamically Changing Suggestions In A Call Center

摘要

Systems and methods for sensing emotion in voice signals and dynamically changing suggestions in a call center are disclosed. According to one embodiment, a computer-implemented method comprises receiving a call from a customer at a call center. A sample of the call is recorded and the Mel-Frequency Cepstral coefficient is extracted from the sample. A machine learning model predicts an emotion of the customer and generates a confidence score for the emotion. A script of a call center agent is modified based on the emotion and the confidence score.