Support request assignment using pace of conversation

• Main Authors: Vasconcelos, Marisa Affonso, Tirapu Azpiroz, Jaione, Stelmar Netto, Marco Aurelio, Candello, Heloisa Caroline De Souza Pereira
• Format: Patent
• Language: English
• Published: 15.02.2022

Aspects discussed herein include a computer-implemented method comprising receiving a support request from a user, and during a current support session responsive to the support request, performing textual analysis of one or more inputs provided by the user during one or both of: (i) the current support session and (ii) one or more previous support sessions. The method further comprises applying one or more features determined by the textual analysis to a model to classify the user into a first class of a predefined plurality of classes that describe a pace of conversation during the current support session. The method further comprises, based on the classification of the user, assigning the support request to be fulfilled by a first operator of a predefined plurality of support operators.