公开(公告)号：US20240161768A1

公开(公告)日：2024-05-16

申请号：US18055870

申请日：2022-11-16

Applicant: Motorola Solutions, Inc.

Inventor： MARIYA BONDAREVA ,  APRIL L GARRETT ,  MARTHA LORA ,  JACQUELINE MAZZEO

IPC: G10L25/63 ,  H04M3/51

CPC classification number: G10L25/63 ,  H04M3/5175

Abstract: A communication system and method provide for tracking emotional state of a caller during a call center communication using artificial intelligence. A mental health answering point (102) interoperates with an artificial intelligence server (108) wherein the AI server is configured to: extract audio and text features from the call in real time. The AI server calculates and stores stress levels associated with the caller, from the extracted audio features, over time and synchronizes the stored stress levels with the extracted text features from the call. The stress levels are monitored during the call, and visual indicators are provided for high/increasing stress levels and low/decreasing stress levels.