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System and methods for dynamically routing and rating customer service communications

Abstract:

A system for dynamically routing customer calls. For example, the system may receive user interaction data associated with a first user using a first user device. The system may also receive a phone call from a user using a first phone number. The system may also identify the user via the first phone number. The system may determine, using a first machine learning model, whether the first user has a first emotion type based on the user interaction data. When the first user does not have the first emotion type, the system may route the first user to any call center representative. When the first user has the first emotion type, the system may route the first user to a first call center representative among one or more first call center representatives.