CPC G06F 40/30 (2020.01) [G06F 18/2178 (2023.01); G06N 20/00 (2019.01); G10L 15/063 (2013.01); G10L 15/1815 (2013.01); G10L 15/1822 (2013.01); G10L 2015/0635 (2013.01)] | 20 Claims |
1. A method, comprising:
receiving, by a device, data associated with a communication between a user and a service representative;
tracking, by the device, during the communication, and using a sentiment analysis model, a level of satisfaction of the user with respect to the communication;
determining, by the device and based on tracking the level of satisfaction of the user, a representative rating for the service representative,
the representative rating being based on a change in a measure of user sentiment during the communication;
redirecting, by the device and based on comparing the representative rating to another representative rating, the communication from the representative to a different representative associated with the other representative rating; and
determining, by the device, a gain value and an average cost value associated with enabling the communication based on computing resources and network resources associated with the communication,
wherein the average cost value is determined based on:
costs associated with powering or supporting hardware for the communication, and
costs associated with routing the communication, and
wherein the gain value is determined based on an amount of revenue associated with a topic associated with the communication.
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