Bank of America Corporation
Customer sentiment driven workflow, said workflow that routes support requests based on sentiment in combination with voice-derived data

Abstract:

Systems for leveraging voice information derived from a telephone request for customer support ("RCS") are provided. The leveraging improves the accuracy of a sentiment analysis performed on a customer support request. The system includes a receiver configured to receive logins. Each login initiates a request. The request includes a date; a time of initiation; a location of a communication device that was used to communicate the request; a device identification number; a message derived from the request; and voice information. The system includes a processor configured to calculate a historical sentiment value, based, at least in part, on artifacts retrieved from historical information associated with the user. The processor obtains a voice sentiment value from the voice information. The processor calculates a total sentiment value based on the historical sentiment value and the voice sentiment value, and then routes the request based on the total sentiment value and the message.