Intuit Inc.
Combining behavioral quality of service assessment with machine learning prediction

Abstract:

Systems and methods for automatically assessing a quality of service for agents of a customer support system are disclosed. An example method may include retrieving historical conversations between the agents and users of the customer support system, receiving user comments for one or more of the historical conversations, identifying which of the received user comments includes keywords indicative of one or more quality of service attributes, generating transcripts of historical conversations associated with the identified user comments, training a machine learning model based at least in part on the generated transcripts and the user comments of the historical conversations associated with the identified user comments, providing a plurality of current conversations between agents and users of the customer support system to the trained machine learning model, and generating a behavioral score for each of the agents using the trained machine learning model.