Emotion recognition to match support agents with customers
An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.
1. A computer-implemented method for matching a user of an application to a support agent, comprising:
receiving a request from a user of an application on a user device to initiate a video support call on a computing device;
determining a first emotional state of the user prior to the request to initiate the video support call based on an evaluation of feedback from the user via the application regarding an interaction of the user with the application;
identifying, based on metadata of the video support call, a reason for the user's request to initiate the video support call;
determining a second emotional state will influence an outcome of the video support call;
identifying an available support agent with the second emotional state to assist the user for the reason for the request; and
assigning the user to the available support agent for the video support call.
2. The computer-implemented method of claim 1 , wherein the evaluation of feedback regarding the user's interaction with the application comprises: identifying a set of user comments to infer the first emotional state.
3. The computer-implemented method of claim 1 , wherein the first emotional state of the user is based on facial recognition data received from the user.
4. The computer-implemented method of claim 1 , wherein determining the second emotional state will influence the outcome of the video support call comprises evaluating each support agent's emotional profile to determine a set of emotional states that correlate to a set of positive outcomes.
5. The computer-implemented method of claim 1 , wherein identifying the available support agent with the second emotional state comprises evaluating a history of each available support agent's emotional states responsive to different emotional states of users.
6. The computer-implemented method of claim 1 , further comprising: prior to receiving the request to initiate the video support call, sending a prompt to the user requesting the feedback.
7. The computer-implemented method of claim 1 , further comprising:
determining the identified available support agent with the second emotional state does not have expertise to assist the user; and
assigning the user to a next available support agent with the second emotional state and the expertise to assist the user.
8. A non-transitory computer-readable storage medium storing instructions, which when executed on a processor, perform an operation for matching a user of an application to a support agent, comprising:
receiving a request from a user of an application on a user device to initiate a video support call on a computing device;
determining a first emotional state of the user prior to the request to initiate the video support call based on an evaluation of feedback from the user via the application regarding an interaction of the user with the application;
identifying, based on metadata of the video support call, a reason for the user's request to initiate the video support call;
determining a second emotional state will influence an outcome of the video support call;
identifying an available support agent with the second emotional state to assist the user for the reason for the request; and
assigning the user to the available support agent for the video support call.
9. The non-transitory computer-readable storage medium of claim 8 , wherein the evaluation of feedback regarding the user's interaction with the application comprises: identifying a set of user comments to infer the first emotional state.
10. The non-transitory computer-readable storage medium of claim 8 , wherein the first emotional state of the user is based on facial recognition data received from the user.
11. The non-transitory computer-readable storage medium of claim 8 , wherein determining the second emotional state will influence the outcome of the video support call comprises evaluating each support agent's emotional profile to determine a set of emotional states that correlate to a set of positive outcomes.
12. The non-transitory computer-readable storage medium of claim 8 , wherein identifying the available support agent with the second emotional state comprises evaluating a history of each available support agent's emotional states responsive to different emotional states of users.
13. The non-transitory computer-readable storage medium of claim 8 , further comprising: prior to receiving the request to initiate the video support call, sending a prompt to the user requesting the feedback.
14. The non-transitory computer-readable storage medium of claim 8 , further comprising:
determining the identified available support agent with the second emotional state does not have expertise to assist the user; and
assigning the user to a next available support agent with the second emotional state and the expertise to assist the user.
15. A system, comprising:
a processor; and
a memory containing a program, which when executed on the processor performs an operation for matching a user of an application to a support agent, comprising:
receiving a request from the user of an application on a user device to initiate a video support call on a computing device;
determining a first emotional state of the user prior to the request to initiate the video support call based on an evaluation of feedback from the user via the application regarding an interaction of the user with the application;
identifying, based on metadata of the video support call, a reason for the user's request to initiate the video support call;
determining a second emotional state will influence an outcome of the video support call;
identifying an available support agent with the second emotional state to assist the user for the reason for the request; and
assigning the user to the available support agent for the video support call.
16. The system of claim 15 , wherein the evaluation of feedback regarding the user's interaction with the application comprises: identifying a set of user comments to infer the first emotional state.
17. The system of claim 15 , wherein the first emotional state of the user is based on facial recognition data received from the user.
18. The system of claim 15 , wherein determining the second emotional state will influence the outcome of the video support call comprises evaluating each support agent's emotional profile to determine a set of emotional states that correlate to a set of positive outcomes.
19. The system of claim 15 , wherein identifying the available support agent with the second emotional state comprises evaluating a history of each available support agent's emotional states responsive to different emotional states of users.
20. The system of claim 15 , further comprising: prior to receiving the request to initiate the video support call, sending a prompt to the user requesting the feedback.