Technologies for monitoring interaction between customers and agents using sentiment detection

1. A method for monitoring interactions between customers and agents using sentiment detection, the method comprising:

receiving, by an interaction management computing device, a video call from a customer;

performing, by the interaction management computing device, a facial recognition analysis of the customer based on images of the customer received with the video call;

determining, by the interaction management computing device, a probable emotional state of the customer as a function of the facial recognition analysis of the customer;

inserting, by the interaction management computing device, the video call into a service queue as a function of the probable emotional state of the customer, wherein the service queue comprises a plurality of video calls;

identifying, by the interaction management computing device, one or more facial features of the customer as a function of the facial recognition analysis of the customer; and

determining, by the interaction management computing device, a classification of the customer as a function of the identified one or more facial features,

wherein determining the probable emotional state of the customer comprises determining the probable emotional state of the customer as a function of the classification of the customer.

2. The method of claim 1 , further comprising:

performing, by the interaction management computing device and subsequent to a determination that an agent is available to receive the video call inserted into the service queue, a facial recognition analysis of an agent based on images of a video stream captured of the agent;

determining, by the interaction management computing device, a present emotional state of the agent as a function of the facial recognition analysis of the agent; and

determining, by the interaction management computing device, whether to transfer the video call to the agent as a function of the present emotional state of the agent.

3. The method of claim 2 , wherein determining whether to transfer the video call to the agent is further determined as a function of the probable emotional state of the customer.

4. The method of claim 1 , further comprising retrieving, by the interaction management computing device, a customer interaction profile of the customer, wherein determining whether to transfer the video call to the agent is further determined as a function of the historical information included in the customer interaction profile of the customer.

5. The method of claim 1 , further comprising:

transferring, by the interaction management computing device, the video call from the service queue to an agent;

monitoring, by the interaction management computing device, an interaction between the customer and the agent; and

determining, by the interaction management computing device, one or more sentiment scores as a function of the monitored interaction between the customer and the agent.

6. The method of claim 5 , further comprising:

determining, by the interaction management computing device, an updated emotional state of the customer as a function of the facial recognition analysis; and

updating, by the interaction management computing device, one or more of the sentiment scores as a function of the updated emotional state of the customer.

7. The method of claim 5 , further comprising providing, by the interaction management computing device, feedback to the agent as a function of the one or more of the sentiment scores, wherein the feedback is indicative of a present emotional state of the customer or the agent.

8. The method of claim 7 , wherein providing the feedback to the agent comprises providing a visual indicator usable by the agent to perform an action, wherein the action includes at least one of changing an emotional state of the agent and escalating the call to a supervisor.

9. The method of claim 5 , wherein the sentiment scores include an interaction score, an agent happiness score, and a customer happiness score.

10. An interaction management computing device for monitoring interactions between customers and agents, the interaction management computing device comprising:

one or more computer-readable medium comprising instructions; and

one or more processors coupled with the one or more computer-readable medium and configured to execute the instructions to:

receive a video call from a customer;

perform a facial recognition analysis of the customer based on images of the customer received with the video call;

determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer;

insert the video call into a service queue as a function of the probable emotional state of the customer, wherein the service queue comprises a plurality of video calls;

identify one or more facial features of the customer as a function of the facial recognition analysis of the customer; and

determine a classification of the customer as a function of the identified one or more facial features,

wherein to determine the probable emotional state of the customer comprises to determine the probable emotional state of the customer as a function of the classification of the customer.

11. The interaction management computing device of claim 10 , wherein the one or more processors are further configured to execute the instructions to:

perform, subsequent to a determination that an agent is available to receive the video call inserted into the service queue, a facial recognition analysis of an agent based on images of a video stream captured of the agent;

determine a present emotional state of the agent as a function of the facial recognition analysis of the agent; and

determine whether to transfer the video call to the agent as a function of the present emotional state of the agent.

12. The interaction management computing device of claim 11 , wherein to determine whether to transfer the video call to the agent is further determined as a function of the probable emotional state of the customer.

13. The interaction management computing device of claim 10 , wherein the one or more processors are further configured to execute the instructions to retrieve a customer interaction profile of the customer, wherein to determine whether to transfer the video call to the agent is further determined as a function of the historical information included in the customer interaction profile of the customer.

14. The interaction management computing device of claim 10 , wherein the one or more processors are further configured to execute the instructions to:

transfer the video call from the service queue to an agent;

monitor an interaction between the customer and the agent; and

determine one or more sentiment scores as a function of the monitored interaction between the customer and the agent.

15. The interaction management computing device of claim 14 , wherein the one or more processors are further configured to execute the instructions to:

determine an updated emotional state of the customer as a function of the facial recognition analysis; and

update one or more of the sentiment scores as a function of the updated emotional state of the customer.

16. The interaction management computing device of claim 14 , wherein the one or more processors are further configured to execute the instructions to provide feedback to the agent as a function of the one or more of the sentiment scores, wherein the feedback is indicative of a present emotional state of the customer or the agent.

17. The interaction management computing device of claim 16 , wherein to provide the feedback to the agent comprises to provide a visual indicator usable by the agent to perform an action, wherein the action includes at least one of changing an emotional state of the agent and escalating the call to a supervisor.

18. The interaction management computing device of claim 14 , wherein the sentiment scores include an interaction score, an agent happiness score, and a customer happiness score.