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TECHNOLOGIES FOR MONITORING INTERACTIONS BETWEEN CUSTOMERS AND AGENTS USING SENTIMENT DETECTION
TECHNOLOGIES FOR MONITORING INTERACTIONS BETWEEN CUSTOMERS AND AGENTS USING SENTIMENT DETECTION
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机译:利用情感检测来监视客户和代理商之间的互动的技术
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摘要
Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.
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