Systems and methods for customer sentiment prediction and depiction

1. A system for providing customer sentiment depiction, comprising:

an environmental data sensor for obtaining audio or visual data;

a geographic location sensor;

an input/output device;

a display;

one or more processors including at least a sentiment depiction processor; and

a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:

responsive to a customer call made to an interactive voice response system, receive customer information and session information;

obtain, by the environmental data sensor, customer audio information;

determine, by the sentiment depiction processor, a customer voice characteristic based on the customer audio information;

generate, based on the customer information, session information, and the customer voice characteristic, a customer sentiment estimate for display by a customer service terminal, wherein the customer sentiment estimate is indicative of a sentiment of a customer engaging with the interactive voice response system;

automatically modifying, based on the customer sentiment estimate and while the customer call is being made, a script for interacting with the customer; and

transmit, via the input/output device, the customer sentiment estimate and the modified script to a call center server for display.

2. The system of claim 1 , wherein the customer sentiment estimate represents a customer's estimated level of happiness according to a predetermined scale.

3. The system of claim 1 , wherein generating a customer sentiment estimate is performed by using predictive modeling.

4. The system of claim 1 , wherein a detected customer voice characteristic includes one or more of the customer's accent, tone of voice, rate of speech, volume level, diction, or a particular word or a phrase spoken by the customer.

5. A system for providing customer sentiment depiction, comprising:

one or more processors; and

a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:

responsive to a customer call made to an interactive voice response system, receive customer information and session information;

generate, based on the customer information and session information, a customer sentiment estimate for display by a customer service terminal, wherein the customer sentiment estimate is indicative of a sentiment of the customer engaging with the interactive voice response system;

receive an indication of a detected customer voice characteristic;

generate, based on the customer sentiment estimate and the indication of a detected customer voice characteristic, an updated customer sentiment estimate;

automatically modify, based on the detected voice characteristic and while the customer call is being made, a script for interacting with the customer; and

transmit, to the customer service terminal for display, the updated customer sentiment estimate and the modified script.

6. The system of claim 5 , wherein the customer sentiment estimate for display includes information relating to past transactions, past interactions, or business accounts associated with the customer.

7. The system of claim 5 , wherein a detected customer voice characteristic includes one or more of the customer's accent, tone of voice, rate of speech, volume level, diction, or a particular word or a phrase spoken by the customer.

8. The system of claim 5 , wherein the customer sentiment estimate represents a customer's estimated level of happiness according to a predetermined scale.

9. The system of claim 5 , wherein the instructions further cause the system to modify, based on the indication of the detected customer voice characteristic,

a position of the customer call in a queue to speak to a customer service agent.

10. The system of claim 5 , wherein generating a customer sentiment estimate is performed by using predictive modeling.

11. A system for providing customer sentiment depiction, comprising:

one or more processors; and

a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:

receive customer information and session information;

generate, based on the customer information and session information, a first customer sentiment estimate for display by a customer service terminal, wherein the customer sentiment estimate is indicative of a sentiment of a customer engaging with a customer service system;

receive an indication of a detected customer action or customer voice characteristic;

generate, based on the indication of the detected customer action or customer voice characteristic, a second customer sentiment estimate for display by the customer service terminal, wherein the second customer sentiment estimate represents an update to the first customer sentiment estimate based on the detected user action or customer voice characteristic;

automatically modify, based on the second customer sentiment estimate and in response to receiving the indication of the detected customer action or voice characteristic, a script for interacting with the customer; and

output, to the customer service terminal for display, an indication of the second customer sentiment estimate and the modified script.

12. The system of claim 11 , the system receives customer information and session information in response to a customer interaction with an automated customer service system.

13. The system of claim 11 , wherein the customer information includes account information that comprises one or more of car loan account information, mortgage account information, and credit card account information.

14. The system of claim 11 , wherein the customer information comprises biographical information that comprises one or more of a name, birthday, age, sex, nationality, and address of a customer associated with the customer information.

15. The system of claim 11 , wherein the customer information includes historical service information comprising one or more of past surveys completed by the customer, previous complaints submitted by the customer, or details of previous interactions between the customer and a company.

16. The system of claim 11 , wherein the session information includes the amount of time that the customer has been engaging with the customer service system for the current session.

17. The system of claim 11 , wherein engaging with the customer service system includes one or more of interacting with an interactive voice response system via a telephone or interacting with an automated chat system via a website or mobile application.

18. The system of claim 14 , wherein a customer sentiment estimate represents a customer happiness rating associated with the customer according to a predetermined scale.

19. The system of claim 11 , wherein a detected customer action or customer voice characteristic comprises one or more a tone of voice, a rate of speech or typing, an accent, a volume of voice, diction, or a word or phrase communicated by a customer associated with the customer information.

20. The system of claim 19 , further comprising the step of outputting instructions to modify the customer experience in response to the indication of the detected customer action or customer voice characteristic.

21. The system of claim 20 , wherein the instructions further cause the system to automatically route, based on an accent of the customer determined from the customer voice characteristic, a customer call to a particular customer service agent or to a particular group of customer service agents.